Service Operations Manager - Medical Device (Bedford, MA / Plymouth, MN)
Help build a best-in-class service organization that enables growth, innovation, and customer success. In this strategic leadership role, you will develop scalable service operations, ensure readiness for breakthrough medical technologies, and lead field service and repair teams to deliver exceptional customer experiences. Your leadership will be key to advancing service excellence, operational efficiency, and long-term business success in a highly regulated healthcare environment.
Your role:
Lead and execute the end-to-end service strategy for the portfolio, building a scalable service model that supports business growth, customer success, and long-term organizational goals. Own service business performance through KPI management, cost control, productivity improvement, and scalable service offerings.
Build, lead, and develop the service organization across field service, technical support, and depot/repair operations. Oversee organizational design, hiring, onboarding, talent development, coaching, and performance management.
Establish the service operations infrastructure required for a regulated medical device business, including procedures, quality systems, repair processes, technical documentation, training programs, support tools, and operational metrics. Develop reporting and business review mechanisms to track performance and drive operational excellence.
Partner with Philips North America Central Service to align service delivery models, governance, systems, processes, and operational capabilities. Ensure successful integration into the broader Philips service ecosystem while maintaining compliance with quality, regulatory, and safety requirements.
Lead cross-functional service readiness for new product introductions and product lifecycle management by collaborating with R&D, Manufacturing, Quality, Regulatory Affairs, Commercial teams, and Supply Chain. Drive continuous improvement through service analytics, customer feedback, and operational insights to enhance reliability, efficiency, support quality, and customer satisfaction.
You're the right fit if:
You've successfully led field service, depot/repair operations, technical support, customer support, or service operations teams, and have experience building or transforming service organizations. You know how to establish scalable operating models, processes, training programs, and performance management systems.
You're a strong people leader with experience hiring, coaching, developing talent, and building high-performing teams. You have a track record of driving organizational growth and fostering a culture of accountability and continuous improvement.
You have substantial experience in service operations leadership and bring strong business acumen to managing operational performance. You use metrics to improve productivity, control costs, enhance quality, and increase customer satisfaction.
You're comfortable working in regulated environments, ideally within medical devices, healthcare technology, diagnostic imaging, or life sciences. You understand quality systems, regulatory requirements, and the operational discipline required to support compliant service organizations.
You excel at collaborating across complex, matrixed organizations and can effectively influence stakeholders across engineering, manufacturing, quality, regulatory, commercial, and supply chain teams. You have experience partnering with centralized service organizations and aligning priorities across functions.
You leverage data, operational metrics, and customer insights to identify trends, solve problems, and drive measurable improvements. You are skilled at establishing service processes, operational KPIs, and customer support infrastructure that enable long-term success.
You hold a bachelor's degree in a relevant technical or business discipline and bring at least 7 years of progressive service leadership experience, including 3+ years of people management. You are comfortable supporting new product introductions, service readiness activities, and traveling up to 30-50% to support customers and field operations.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position .
How we work together:
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.
This is an office-based role.
About Philips:
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
Learn more about our business (https://www.philips.com/a-w/about.html) .
Discover our rich and exciting history. (https://www.philips.com/a-w/about/our-history.html)
Learn more about our purpose. (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose)
Learn more about our culture. (https://www.careers.philips.com/na/en/our-culture-philips-careers)
Philips Transparency Details:
The pay range for this position in MA is $168,000 - $270,000.
The pay range for this position in MN is $158,000 - $250,000.
The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.??
In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here (https://www.philipsusbenefits.com/) .
At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
Additional Information:
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Bedford, MA or Plymouth, MN.
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It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
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