Vice President, Global Services

Overview

At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safer environment for patients.

Why work at Spacelabs? Because lives depend on you!

VP Global Service is responsible for leading all activities and resources relating to the service and customer support of all product lines. Leads the service organization, including Field Service, IT Network Implementations, Technical Training, Complaint Handling, Global Product Support, Project Management, Global Tech Support, Service Business Management, Customer Support and Equipment Servicing Center. Responsible for the team's strategy, structure, performance and development, and budget. Primary expectations include the installation, service and support of Spacelabs products in alignment with customer requirements, development of a culture of continuous improvement and cost efficiencies, rigorous discipline around specs and procedures, and implementation of tight controls. This role requires global thinking and cross-functional collaboration.

Responsibilities

• Customer retention - build positive working relationships, respond to customer complaints and product issues, communicate directly with the customers to negotiate resolutions quickly; meet with Sales team to propose customer retention solutions.
• Collaborate with internal partners (Sales, R&D, Operations) to develop and execute comprehensive strategies to grow service revenues and support current/future sales of products and services.
• Own the overall Service organization's financial performance as measured through the P&L. Develop and manage the Company’s Service Budget by identifying the key financial levers within the Service business and ensure metrics-driven financial model is in place, supported by corresponding dashboards to drive and measure results.
• Assess and manage the Service Organization structure, team capabilities, service locations, individual competency and performance, and drive improvements where needed. Continue to build toward a world-class, highly motivated, and top performing service organization with a strong work ethic and focus on customer satisfaction.
• Manage an effective services marketing function to ensure that Spacelabs' service offerings are aligned with customer requirements and create a significant, differentiated advantage when compared to available service alternatives.
• Develop and monitor internal processes to manage the execution of the service function, the call center, equipment installation and training functions. Establish metrics, programs, and plan to drive measurable performance improvements.
• Create a workplace culture that is consistent with the company mission, vision, and values
• Ensure that direct report(s) are trained and evaluated on their knowledge and adherence to the company’s values, Code of Ethics and Conduct, and applicable compliance policies.
• Uphold the company’s core values of Integrity, Innovation, Accountability, and Teamwork.
• Demonstrate behavior consistent with the company’s Code of Ethics and Conduct.
• It is the responsibility of every employee to report to their manager or a member of senior management any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
• Duties may be modified or assigned at any time to meet the needs of the business.
  
  

Qualifications

QUALIFICATIONS:

• Bachelor's degree in engineering, or 4 years equivalent expertise and experience; MBA preferred.
• 15+ years' relevant experience, with 10 years' experience in leadership positions managing large multi-site, multi-country service organizations.
• Relevant Service leadership experience in the device manufacturing business, preferably within the medical device sector.
• Strong "general management' skill set/mentality as it relates to the role of Service within the overall corporate structure.
• Ability to articulate a vision and strategy to inspire and motivate; and know how to implement that strategy to achieve goals. Can present an effective and consistent message to employees and key partners.
• Proven ability to lead an effective global operations organization, ensuring accountability for results that maximize contribution to business objectives.
• Unparalleled interpersonal skills —the ability to connect with senior management, staff and customers.
• Ability to think and perform both tactically and strategically. Analytical, data driven, with strong problem-solving skills.
• Respectful and outstanding leadership skills. Able to deliver results through others, both direct and matrixed.
• Strong international knowledge and experience working and leading teams across the Americas, Europe, and Asia, with an understanding of local requirements, cultural sensitivities and talent.
• Up to 50% travel required; Must travel internationally and be able to acquire all necessary travel documents.
  
  

VALUES:

• Relentless Customer Focus - Deep and shared understanding of customer problems and needs among all team members
• Ownership and Accountability - Take responsibility, drive to action, and deliver as promised
• Teamwork with Trust - Count on your teammates. Believe everyone on the team will do the right thing and support each other.
• Always Learning and Applying - Get better at every opportunity.
• Act with Integrity - Do the right thing.
• Nimble Innovation - Quickly adapting to market and technology changes to delivering cutting-edge solutions.
  
  

Please review our benefits here: Life at OSI

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location and date of hire. Please note that the salary information shown above is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations.

NOTICE TO THIRD PARTY AGENCIES

OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.

Equal Opportunity Employer - Disability and Veterans

EEO is the Law

Poster Link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf

OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.