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Job Title: Global Business Unit Leader

Department: Global Technical Services

Status: Full Time – Exempt

Reporting To: Chief Executive Officer/VP of Operations (future)

Position Purpose(s):

The Global Business Unit Leader of Global Technical Services, Field Support & Customer Success is responsible for building and leading a scalable, profitable global service business that protects customer uptime, strengthens long-term relationships, and expands lifecycle revenue. The leader owns the worldwide field technical support model for customer equipment and manufacturing processes, including 24/7 support coverage, remote and onsite service delivery, service contracts and SLAs, replacement equipment, process-support consumables, and technical customer success.

This role combines strong technical-service leadership with commercial discipline and full profit-and-loss accountability. The successful candidate will lead a geographically distributed team of service engineers, establish operating standards and support infrastructure, manage the support-ticketing process, improve responsiveness and resolution quality, and partner with Sales, Operations, Engineering, Quality, and Finance, to deliver exceptional and economically sustainable customer experience.

Responsibilities:

Global Service Business Leadership and P&L Ownership

• Own the global technical service and aftermarket business, including revenue, gross margin, operating expense, profitability, working capital, and annual operating plan performance.
• Develop and execute the global service strategy, organizational model, service portfolio, pricing architecture, investment plan, and multi-year growth roadmap.
• Build accurate forecasts for service-contract revenue, time-and-materials service, replacement equipment, spare parts, upgrades, and process-support consumables.
• Establish performance dashboards and operating reviews that translate service activity into customer, operational, and financial results.
• Identify productivity, pricing, utilization, and mix improvements that expand service gross margin while maintaining high customer satisfaction.

Customer Equipment and Process Technical Support

• Ensure reliable technical support for installed customer equipment, associated production processes, and application-specific operating requirements across all global regions.
• Create consistent standards for installation, commissioning, preventive maintenance, calibration, troubleshooting, repair, upgrades, process optimization, and operator training.
• Lead escalation of complex equipment or process issues and coordinate expert support from Engineering, Operations, Quality, and Product Management.
• Use field observations and support data to identify recurring failures, improve equipment reliability, strengthen process capability, and influence next-generation product design.
• Maintain disciplined service documentation, customer records, equipment history, technical reports, and knowledge-management content.

Service Contracts, SLAs, and 24/7 Global Support

• Design, price, sell, renew, and deliver tiered service-contract offerings and service-level agreements that meet diverse customer uptime and response-time requirements.
• Establish and continuously improve a 24 hours per day, 7 days per week global support model using regional coverage, on-call rotations, remote diagnostics, escalation protocols, and partner resources.
• Define measurable SLA commitments for acknowledgement, response, remote resolution, onsite dispatch, restoration, and preventive-maintenance completion.
• Monitor contract profitability and service-delivery performance; take corrective action when service cost, response time, utilization, or customer expectations are off plan.
• Lead renewal strategy and reduce contract churn by demonstrating delivered value, uptime improvement, faster issue resolution, and reduced customer risk.

Leadership of a Distributed Global Service Organization

• Recruit, organize, coach, and retain a high-performing, geographically distributed team of field service engineers, remote-support specialists, and service coordinators.
• Set clear roles, decision rights, regional coverage, capacity plans, on-call expectations, and performance standards across the global service organization.
• Develop technical certification, onboarding, product training, process training, safety practices, and leadership-development programs.
• Create an inclusive, accountable operating culture characterized by urgency, customer empathy, technical rigor, communication, and continuous improvement.
• Manage internal and third-party service resources to provide flexible coverage while maintaining quality, safety, consistency, and brand standards.

Aftermarket Growth and Commercial Expansion

• Partner with Sales and Account Management to identify and close opportunities for service contracts, equipment replacements, system upgrades, spare parts, training, and process-support consumables.
• Build lifecycle-management plans for the installed base, including equipment health, age, obsolescence, replacement timing, upgrade pathways, and customer capital-planning needs.
• Create account-level whitespace analyses and commercial campaigns that increase service-contract penetration and recurring aftermarket revenue.
• Develop value propositions and sales tools that clearly quantify the operational, financial, quality, and risk-reduction benefits of the service portfolio.
• Maintain executive relationships with strategic customers and participate in business reviews, contract negotiations, escalation discussions, and major renewal decisions.

Ticketing, Service Operations, and Continuous Improvement

• Own the global support-ticketing system, workflow, data quality, categorization, prioritization, routing, escalation, closure discipline, and customer communications.
• Establish a single source of truth for open issues, response status, root cause, corrective action, equipment history, SLA performance, and customer commitments.
• Use ticket analytics to identify trends, recurring causes, knowledge gaps, training needs, parts demand, reliability opportunities, and systemic customer risks.
• Implement standard work, lean service practices, remote-resolution tools, knowledge bases, and automation that improve first-contact resolution and reduce cost to serve.
• Ensure clear, timely, and professional communication throughout the issue lifecycle, particularly during high-impact customer disruptions.

Education, Qualifications and Experience:

• Bachelor’s degree in engineering, science, operations, business, or a related field; an advanced technical or business degree is preferred.
• 10 or more years of progressive experience in field service, technical support, customer success, equipment service, manufacturing-process support, or an aftermarket business.
• Demonstrated success leading a global or multi-regional, remotely distributed technical-service organization.
• Direct ownership of a business unit, service line, or meaningful P&L, including budgeting, forecasting, pricing, margin management, and growth delivery.
• Experience developing and selling service contracts, preventive-maintenance programs, and SLAs in a business-to-business equipment or process environment.
• Strong commercial capability, including customer value selling, contract negotiation, renewals, account expansion, and cross-functional sales partnership.
• Experience with customer support and field-service systems such as CRM, ticketing, field-service management, installed-base management, and service analytics platforms.
• Ability to understand complex equipment, controls, manufacturing processes, and customer applications sufficiently to lead escalations and translate technical issues into business decisions.
• Willingness and ability to travel globally, including occasional urgent travel in support of critical customer situations.
• Excellent verbal and written communication
• Experience in personnel management, including hiring/onboarding, evaluating, training/coaching and terminating employees
• Knowledge and experience working with ISO 13485 or ISO 9000 environment
• Computer literacy, specifically using inventory management software, Microsoft Word, Excel and email

Working Conditions and Health & Safety:

• This position operates in a global, customer-facing environment and requires availability outside normal business hours when major customer events or escalations occur
• Varying climate-controlled environments, including production facilities, an isolated clean room, and office.
• Travel requirements will vary by business need and may include domestic and international travel of approximately 40–50%.
• Employee is required to use appropriate PPE including, but not limited to, nitrile or latex gloves, lab coat, hair bonnet, shoe covers, beard cover, safety glasses, hearing protection, face shield, or respiratory mask while working in a lab or manufacturing space

Harland Medical System’s commitment to ensure employee health and safety is a priority. Personnel engaged in manufacturing shall obtain training required by ISO 13485, FDA 21 CFR part 820, FDA 21 CFR part 210 & 211, and Harland Medical System’s internal procedures, where deemed appropriate per assigned job functions.