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Associate Director - Marketing/Sales/Service - Commercial Operations and Value Generation

Apply Now Job ID R-334172 Date posted 04/08/2019

Job Description Summary

Job Description


Reporting to leader of North America Life sciences services,Commercial operations and Value generation leader is accountable for the leadership of the US Service Organizations commercial operations team comprised of inside service contract sales, contracts administration, service contract quoting and customer purchase order reconciliation. 

Responsible for collaboration and support of Service contract customers, internal finance teams, US sales and service leadership team, and 3rd party service providerson an on-going basis to ensure customer satisfaction, the achievement of the financial goals established by the business, establishment of a strategy and execution of the plans that drive financial performance, and achievement of the strategy.


  • Accountable for achievement of the BDBannual service contract revenue.Create, own and manage Services offerings to grow recurring revenue from customers.  Manage and lead organizational resources consisting of managers / individual associates, third parties, and continuous improvement managerto effectively deliver Services revenue.
  • Utilize financial and marketing knowledge to identify customer needs and develop new service offerings to improve services revenue. Perform financial evaluation of services support offerings to ensure profitability. Develop differentiated economic value adds in the form of services, and workflow efficiency solutions and monetize.
  • Lead a team of managersaccountable for services revenue comprised of inside service contract sales, contracts administration, service contract quoting and customer purchase order reconciliation. This team supports presales, quoting, negotiating, getting the PO and recognizing revenue
  • Develops and monitors leading key performance indicators to project and forecast expansion and/or retractions within the service business environment. Analyze price, volume and mix and develop strategies to optimize the revenue stream, develops plans to mitigate changes in the business and the impact on future service contract and T&M revenue.
  • The leader must be able to manage and strive in an environment with highly technical and complex organization.   He or she must have a technical and business background (MBA) to enable solid feedback to global marketing teams to improve revenue performance.
  • Coordinate, influence and negotiate prioritization of responsibilities with Field Service teams to ensure process and strategy alignment, effective communication and leverage best practices. Communicate progress and issues to Service leadership through the design of escalation procedures or prompt communication tools to react promptly and provide customer communications.
  • Benchmark assigned services processes through the development and control of Key Performance Indicators (KPI’s) and Dashboards to identify opportunities for process improvement and differential services.


  • Bachelor’s degree in Medical Technology, Biological Sciences, Engineering,financial or sales and marketing discipline. MBA preferred.
  • Minimum of 5 years of leadership experience leading teams and/or projects.
  • 5-7 years of service contracts sales management and experience, or equivalent combination of related education and experience.
  • Minimum of 5 years of service contracts sales managementexperience managing withina services organization, or customer service-related discipline and/or equivalent combination of related education and experience.
  • 5- 7 years of business experience in healthcare / high tech industry. Business experience may include marketing, sales, after sales, business development, or field service.
  • Must have experience leading direct and indirect reports in decentralized in a highly matrixed organization to influence and drive significant improvements in operations while securing process efficiency and continuous improvement.

Primary Work Location

USA CA - San Jose

Additional Locations

USA MD - Baltimore

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