The Global Service Director, reporting directly to the President of Carestream, is responsible for leading, developing, and executing the worldwide service strategy across all global markets. This C-suite adjacent leadership role, based in Shanghai, China, ensures close collaboration with R&D and value chain teams while delivering world-class after-sales service through a network of regional teams and indirect business partners. The goal is to maximize uptime, ensure regulatory compliance, drive customer satisfaction, and support revenue growth through service excellence.

Specific Roles & Responsibilities

Global Service Strategy & Leadership

Develop and implement the global service delivery strategy in alignment with company goals, partnering with the President to define service vision and strategic direction.
Represent the service function at executive leadership meetings and board presentations, providing strategic insights and recommendations to the President.
Manage global service P&L, including budget planning, resource allocation, and financial performance optimization across all regions.
Provide leadership to regional service managers and country-level service teams.
Define and manage KPIs and SLAs to drive operational excellence.

Customer & Partner Relationship Management

Build strong relationships with key customers, distributors, and service partners globally.
Act as an executive escalation point for major service issues or critical accounts.
Drive a customer-first culture across service organizations worldwide.

Operational Excellence

Oversee installation, maintenance, and repair activities across regions.
Implement best practices for field service operations, remote diagnostics, and spare parts logistics.
Support lifecycle service management including warranties, upgrades, and preventive maintenance programs.

Service Revenue & Business Development

Identify and drive new revenue opportunities from service contracts, extended warranties, and upgrades.
Collaborate with sales to align service offerings with commercial strategies.
Monitor and optimize service profitability and cost efficiency.

Data-Driven Management

Utilize data from service systems (e.g., SAP, Salesforce, ServiceMax) to monitor performance.
Provide regular reports to executive leadership on service metrics, trends, and opportunities.

Quality, Compliance & Risk Management

Ensure service operations comply with relevant medical device regulations (FDA, MDR, ISO 13485).
Lead global CAPA processes related to service failures or customer complaints.
Manage risks related to installed base performance and service delivery gaps.

Team Development

Recruit, mentor, and retain top service leadership talent globally.
Foster a high-performance, collaborative, and diverse service culture.
Lead training and certification initiatives for technical and soft skills development.

Qualifications

BS/BA degree or equivalent experience; MBA a plus

Relevant Experience

Proven experience inleading and managing technical services and service sales in the medical imaging industry or related Healthcare sectors with, at least, 15+ years experience.
A solid understanding of the medical imaging and services markets; including trends, technologies, products, and players.
Proven experience managing P&L with accountability for service revenue, margins, and cost optimization across multiple regions.
Demonstrated experience reporting to and advising C-level executives, with ability to influence strategic decisions at the highest level.
Experience with managing the indirect service model through channel partners.

Other Requirements

Willingness to travel internationally up to 40–60%.
Fluent in English. Multilingual abilities are a plus.
Work Location: Shanghai, China (Global HQ)