Ensure adherence to Service policies and procedures , keeping stakeholders informed of process issues, risks, and required actions.
Serve as the central point of contact for QA/RA and Supplier Quality , representing Global Service in audits and escalating service needs or compliance concerns.
Partner with GCOE on analytics and CRM workflows , helping set priorities, defining requirements, conducting system testing, and communicating system changes to the field.
Lead Global Service participation in QMS activities , including monitoring quality event data, supporting investigations (CAPAs, field actions), maintaining service procedures and work instructions, and ensuring compliance with applicable regulatory requirements.
Standardize and optimize global service processes , identifying efficiency opportunities, supporting best‑practice adoption, and contributing to enterprise projects that impact Service.
Manage Global Service knowledge and communications , including documentation repositories, service bulletins, and other field‑facing content; implement new or revised Service processes to support operational excellence.
Oversee the Service Process Specialist(s) , including activities related to instrument end‑of‑life (EOL) support and ensuring spare parts, options, and consumables availability based on forecast, backlog, and run rate.

Bachelor’s degree in science / engineering.
8+ years of direct experience in managing Service processes in a large global organization
2+ years of people management experience, which may be team lead, mentor, dotted-line leadership.
5+ years of leading or supporting medium to large-sized projects with multiple internal and external stakeholders.
Proven understanding of applicable Service, Quality, and MD Regulations, and QMS compliance, and the use of major ERP and CRM tools and understands their importance in all Service processes.
Demonstrated experience in planning, and inventory control within a lean manufacturing environment preferred.
Driven continuous improvement mentality and experience with conducting problem-solving exercises, root cause analysis and successful implementation of cross functional initiatives.

Comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Senior Manager, Global Service Processes

Key skills