Service Business Leader, Emea

**About the Role**

We are seeking a dynamic and motivated **Service Business Leader** to join our **EMEA** team. This role goes beyond traditional Field Service management, focusing on strategic development, innovation, and continuous improvement of our service business across all divisions and capital equipment portfolios.

You will lead a high-performing field service organization while also shaping the future of service delivery through data-driven decision-making, cross-functional collaboration, and transformational leadership. Your mission will be to elevate service performance, drive customer satisfaction, and contribute to business growth through strategic initiatives and operational excellence.

Region: To Be Assigned (Central-West or South-East Europe, depending on location)

**Key Responsibilities**

**Strategic Leadership & Vision**
- Define and execute a forward-looking **service strategy** aligned with divisional and **regional business goals**.
- Identify and implement **innovative service models and technologies** to enhance customer experience and operational efficiency.
- Influence and shape the direction of service performance through data insights, KPIs, and market trends.

**Business Development & Process Innovation**
- Partner with commercial and divisional leaders to develop service offerings that support capital equipment sales and long-term customer value.
- Lead initiatives to improve service revenue, contract penetration, and customer retention.
- Champion **continuous improvement programs** (e.g., Lean, Six Sigma) to optimize service delivery and reduce operational costs.

**Operational Excellence**
- Oversee **field service operations**, ensuring alignment with quality, compliance, and customer satisfaction standards.
- Monitor and analyze service metrics to identify trends, risks, and opportunities for improvement.
- Manage escalations and complex service issues with a focus on resolution and learning.

**Team Leadership & Development**
- Build and inspire a diverse, high-performing team of field service professionals.
- Foster a culture of empowerment, accountability, and innovation.
- Collaborate with HR to attract, develop, and retain top talent.

**Cross-Functional Collaboration**
- Act as a strategic liaison between field service, commercial, supply chain, and product development teams.
- Support new product introductions and ensure service readiness across the region.
- Engage with counterparts at a **Global** level to align on best practices and service innovation.

**What We're Looking For**

**Required Qualifications**
- BS/BA in Science, Technology, or Engineering.
- 7-10 years of progressive leadership in service operations, with a strong strategic and customer-facing component.
- Skilled in **managing remote and multicultural teams**, fostering collaboration and accountability across geographies.
- Experience in **Field Service Engineering** and the **healthcare technology sector** is a valuable plus, bringing practical technical depth to service leadership roles.
- Track record of leading **innovation-led services** that put business at the center, delivering end-to-end solutions that combine cutting-edge innovation with strategic priorities.
- Proven experience in driving service transformation, business development, or operational excellence.
- Strong analytical and problem-solving skills; Lean/Six Sigma certification preferred.
- Experience with cloud-based service platforms (e.g., ServiceMax, SFDC).
- Excellent communication and stakeholder management skills.
- Fluent in English; additional European languages a plus.
- Willingness to travel up to 20% across EMEA.