Sr Dir Service Engineering

Overview

JOB DESCRIPTION

The Senior Director of Service Engineering and Automation Support will lead and oversee the service engineering and automation support teams, ensuring the delivery of high-quality, reliable, and scalable services. This role involves strategic planning, team leadership, and collaboration with cross-functional teams to drive innovation and operational excellence. The ideal candidate will have a strong technical background, exceptional leadership skills, and a proven track record in managing large-scale service engineering projects.

CLIA Title:New York State Title:

N/A N/A

Internal Classification:

Non-Technical

Responsibility

• Direct and manage the enterprise activities of the Service Engineering and Automation Support teams.
• Develop and drive the overall service management strategy with a focus on long-term planning, innovation, continuous improvement and cost control.
• Develop and maintain enterprise policies, procedures, processes and training programs to maximize the efficiency and effectiveness of the Service teams.
• Drive and develop operational and financial growth initiatives and targets, cost control measures, and process improvements for the Service teams.
• Build and create best-in-class service delivery through hiring, coaching, managing, and developing individuals to maximize performance.
• Define service standards and key customer satisfaction metrics and drive the creation of internal Service Level Agreements (SLAs).
• Provide leadership in Service Key Performance Indicators (KPIs) and service trending.
• Effectively forecast staffing requirements and oversee the creation of staffing models, including internal roles and use of external vendors.
• Establish and manage department budgets and capital spending plans ensuring cost-effective solutions and optimal resource utilization.
• Lead business analysis and reporting and work with service operations to generate service data for strategic planning and budgeting process.
• Maintain vendor relationships and negotiate key service agreements to ensure favorable terms and conditions.
• Lead the design and/or implementation of technical support systems (ERP, Maintenance, Asset Management, Ticketing) to enhance efficiency of operations.
• Serve as the technical leader for the service team and partner with the laboratory leadership as well as other cross-functional leaders.
• Ensure all service activities are performed in compliance with all relevant safety, quality management and regulatory requirements (e.g., OSHA, CLIA, CAP, FDA)
  
  
  

Qualifications

• Bachelor’s or Master’s degree in Engineering, Engineering Technology, Life Sciences Technology, Computer Science, or a related field.
• 15+ years of experience in service engineering and automation support, with a significant portion in a senior leadership role, 10+ years of experience leading high-performance service engineering or field service teams
• Excellent problem-solving, communication, and interpersonal skills
• Proven track record managing complex projects, scaling large teams and leading cross-functional teams.
• Demonstrated ability to lead, mentor, and motivate people to achieve goals and objectives.
• Preferred experience working in CLIA, CAP or FDA regulated environment.
• Ability to travel 25-50% between laboratory locations (Mason, OH, South San Francisco, CA, San Diego, CA and Salt Lake City, UT). May include overnight/weekend travel.
  
  
  

Physical Requirements

Lifting Requirements – light work or exerting up to 20 pounds of force frequently.

Physical Requirements – stationary positioning, moving, operating, ascending/descending, communicating, and observing. Use of equipment and tools necessary to perform essential job functions.

EEO

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.