Global Service Director

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)