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Service Operations Manager – Medical Device
PhilipsService Operations Manager scaling Philips’ medical-device field service, technical support, and repair organization. Driving compliant operations, readiness, performance, and customer success.
Posted 8/6/2026full-timeBedford • Massachusetts, Minnesota • 🇺🇸 United StatesSeniorLead💰 $168,000 - $270,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading service operations within regulated environments, focusing on building scalable service models, driving organizational growth, and ensuring compliance with quality and regulatory standards. Proven ability to leverage data and metrics for continuous improvement and operational excellence.
Highest-signal resume keywords
Service Operations LeadershipKPI ManagementRegulatory CompliancePeople LeadershipContinuous Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Strategy DevelopmentPerformance Management SystemsOperational MetricsQuality SystemsService Process EstablishmentData AnalysisCost ControlCustomer Satisfaction ImprovementTraining Program DevelopmentScalable Operating Models
Soft Skills
Team BuildingCoachingCollaborationInfluencing StakeholdersAccountability
Industry Keywords
Medical DevicesHealthcare TechnologyDiagnostic ImagingLife SciencesField Service OperationsTechnical SupportDepot Repair OperationsService ReadinessCross-Functional CollaborationOrganizational Design
About the role
Key responsibilities & impact- Lead and execute the end-to-end service strategy for the portfolio
- Build a scalable service model supporting business growth, customer success, and organizational goals
- Own service business performance through KPI management, cost control, productivity improvement, and scalable service offerings
- Build, lead, and develop the service organization across field service, technical support, and depot/repair operations
- Oversee organizational design, hiring, onboarding, talent development, coaching, and performance management
- Establish service operations infrastructure for a regulated medical device business, including procedures, quality systems, repair processes, technical documentation, training programs, support tools, and operational metrics
- Develop reporting and business review mechanisms to track performance and drive operational excellence
- Partner with Philips North America Central Service to align service delivery models, governance, systems, processes, and operational capabilities
- Ensure integration into the broader Philips service ecosystem while maintaining quality, regulatory, and safety compliance
- Lead cross-functional service readiness for new product introductions and product lifecycle management
- Collaborate with R&D, Manufacturing, Quality, Regulatory Affairs, Commercial, and Supply Chain teams
- Drive continuous improvement using service analytics, customer feedback, and operational insights
- Travel 30–50% to support customers and field operations
Requirements
What you’ll need- Successfully led field service, depot/repair operations, technical support, customer support, or service operations teams
- Experience building or transforming service organizations
- Experience establishing scalable operating models, processes, training programs, and performance management systems
- Strong people leadership, including hiring, coaching, talent development, and building high-performing teams
- Track record driving organizational growth and fostering accountability and continuous improvement
- Substantial service operations leadership experience and strong business acumen
- Experience using metrics to improve productivity, control costs, enhance quality, and increase customer satisfaction
- Comfort working in regulated environments, ideally medical devices, healthcare technology, diagnostic imaging, or life sciences
- Understanding of quality systems, regulatory requirements, and compliant service operations
- Ability to collaborate across complex, matrixed organizations and influence engineering, manufacturing, quality, regulatory, commercial, and supply chain stakeholders
- Experience partnering with centralized service organizations and aligning cross-functional priorities
- Ability to use data, operational metrics, and customer insights to identify trends, solve problems, and drive measurable improvements
- Skill establishing service processes, operational KPIs, and customer support infrastructure
- Bachelor's degree in a relevant technical or business discipline
- At least 7 years of progressive service leadership experience
- At least 3 years of people management experience
- Comfortable supporting new product introductions and service readiness activities
- Ability to travel 30–50%
- Must successfully perform minimum physical, cognitive, and environmental job requirements with or without accommodation
- US work authorization required; candidates requiring sponsorship now or in the future will not be considered
- Must reside in or within commuting distance to Bedford, MA or Plymouth, MN
Benefits
Comp & perks- Generous PTO
- 401k with up to 7% company match
- HSA with company contribution
- Stock purchase plan
- Education reimbursement
- Annual incentive bonus may be offered
- Sales commission or long-term incentives may be offered
- Company relocation benefits will not be provided
- Equal employment opportunity and reasonable accommodations
- Drug-free workplace