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.