Director of Global Technical Services - new job in Birmingham, UK

Director of Global Technical Services
  • Competitive
  • Permanent
  • Birmingham, West Midlands, England, UK B15 1QT Birmingham West Midlands UK B15 1QT
Job Ref: BBBH122892
Sector: Science
Sub-sectors: Biotech/Life Sciences, Pharmaceuticals
Date Added: 10 January 2023
Are you ready to enact large scale transformation across a market leading diagnostics business?

Are you ready to enact large scale transformation across a market leading diagnostics business? Are you a proven leader managing support teams, successfully navigating them through new product launches?

Due to continued success, and exciting expansion SRG are supporting a large global market leading diagnostics company in the search for a new Director of Technical Services. This individual will have experience leading support functions within a Diagnostics/ Medical Device/ Pharmaceutical company, and ideally have experience managing these functions on a global scale.

You will report into the Chief Commercial Officer (CCO) and be responsible for navigating the division through a transformation, and a big product launch in 2023.

You will be working in a hybrid setting with the flexibility to work remotely whilst regularly visiting the head office in Birmingham.

Your day-to-day activities include:

  • Developing, implementing, and maintaining the global service operations.
  • Developing, implementing, and maintaining collaboration with the subsidiaries of a world class service strategy and organisation to achieve agreed customer up time targets including but not limited to achieving planned preventative maintenance (PPM) schedules, reducing mean time to repair (MTTR) and working with R&D to minimise mean time to failure (MTTF) working on projects to improve reliability.
  • Harmonising processes for technical support and application support globally and fostering international exchange of know how between all international businesses.
  • Directing and coordinating activities of various functions of office including sales/marketing, customer service, scientific affairs, technical operations, and administration.
  • Responsibility for leading a team of Field Service Engineers and Application Specialists that are focused on installing, servicing, and repairing field-based instruments and systems.

This is a rare opportunity to create substantial structural change for a large global diagnostics business, whilst also navigating an exciting new launch of a market changing product.

To be proficient in this role you will need:

  • Experience of leading technical service teams including Technical Applications, Technical Support, Field Service Engineers.
  • Experience in Diagnostics, Genomics or other related scientific/technical service or product environment.
  • A demonstrated record of leading new product rolls out support, including the strategic planning, liaising with supply chain teams to ensure customers are supported, whilst maintaining current services.
  • Demonstrable experience in the initial establishment and delivery of Global Service Level Agreements and Strategies.
  • Significant experience within Service Experience management.
  • Previous evidence of transforming support functions, and putting in place KPI reporting systems, in a global setting ideally.
  • To be confident making key business decisions, with the ability to respectfully challenge opinions based on specialist knowledge.
  • To be proficient in utilising CRM software like Salesforce and presenting to C-suite team.
  • To be able to set the tone and culture of the function by encouraging open discussions, innovation, and pro-active thinking.
  • A willingness to travel globally when required and occasional week or weekend travel.

Why work for this business?

  • They have recently been acquired by one of the largest names in the pharmaceutical industry, which means they will be rapidly expanding over the next few years.
  • Excellent benefits, including a generous car allowance, bonus, and lots more.
  • Big focus on being a positive, ambitious workplace, and having a virtuous culture, with very high staff retention to evidence this.
  • You will have the opportunity to put in place large scale change, earning yourself a legacy name in the organisation.

To find out more about this amazing opportunity, or to find out more, Contact Amelia Rose on 01618044346 / +44 (0) 7748690271 or

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

09/02/2023 17:15:30
GBP Annum
Contact Consultant:
Amelia Rose

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