Director-Service Offerings

Position Summary:

The Director - Offerings, Services and Solutions is newly created role in the Global Service team to envision, develop and drive innovative service solutions to the healthcare technology market. This is an exciting opportunity to leverage our large install base and bring to the market new offerings and capabilities. 

The Offering Director will be responsible for developing and executing the global strategy and roadmap for our services and solutions portfolio, working along with the various stakeholders across the organization. This person will be responsible for the overall success of the solutions portfolio, as defined by the revenue, margin and customer attachment metrics for our install base.

You are passionate about building customer centric solutions, with a demonstrable track record in bringing service offerings to market. You are willing and able to be the thought leader for delighting customers with innovative install base solutions that impact business decisions. You can articulate a compelling long-term vision and sell the big picture while staying pragmatic and realistic about how to get there.  Working with our customers and internal stakeholders, you will develop a thorough understanding of the full suite of capabilities and solutions, identify gaps, and work collaboratively with R&D, product managers, and business teams to bring new offerings to life.
 

Position Responsibilities:

Key Functions 

• Working with the Service Leader and Product teams, develops the company service strategy on a global level both for long term as well as short term, hence leading the introduction of new service offerings as well as updating/optimizing the current service portfolio.
• Responsible to identify opportunities to improve the acceptance, penetrations and profitability of all service offering across Install Base, and thus to drive services business to achieve/exceed AOP margin and revenue goals. 

• Key Functions:

o    Understand the revenue/cost drivers of the service offering and how they roll up to the overall service business model.
o    Responsible for the service business cases on all new products/service offerings; ensure overall business profitability and customer metrics are met with each offering. 
o    Responsible to ensure all systems and tools are updated with the service offering details (e.g., but not limited to SAP, GMAT; BMI, Global CAT/Price books) 
o    Responsible to work with PLMs and/or business owners to understand the roadmaps for which their service offering is dependent and manage the product/solution offering lifecycle to optimize overall accretive margin contribution of each product line and/or service offering.
o    Track and improve service agreement attachment rate both for direct as well as channel business across the install base to optimize the annuity business.
o    Lead service pricing guidelines globally in alignment with business model
o    Coach regional teams on global service strategy implementation, provide help in developing country-specific campaigns and tactical initiatives (es: Technology Refresh, AI solutions, upgrades) 
o    Drives the customer VOC, detail requirements, business management and customer experience/outcomes of the services offering, based on customers’ and key stakeholders’ feedback.
o    Define target value propositions for addressing real customer needs and problems through innovative solutions to complement our product and service offerings.
o    Leverages Marketing team to develop and update key offering details and information in the service marketing collaterals and impacted catalogs.

Required Skills & Education:

Key requirements
•    Thorough understanding of the service business, ideally in imaging market (5 years minimum)
•    Global mindset and business acumen – international experience a plus
•    Strong teamwork and communication skills – needs to be able to positively influence both senior leadership members as well as front line sales and service teams.
•    Strong skills in finance and marketing
•    Ability to travel domestic/internationally as needed.

Required Technical and Professional Expertise
•    7+ years’ experience in product and solution management, including roadmap definition, offering creation, requirements definition and validation, and go-to-market approaches.
•    5 years of software/services experience with experience in delivering offerings for install base.
•    Experienced knowledge in enterprise solutions marketing and management
•    Strong technical knowledge of technical services, software solutions 
•    Demonstrated business experience and expertise in AI, service solutions, products, and services.
•    Bachelor of Science in Computer Science, Engineering, Marketing, or similar fields
 

Desired Skills:

Preferred Technical and Professional Expertise
•    At least 3 years’ experience in medical device industry driving solutions for customers.
•    At least 3 years of client facing experience.
•    Proven ability to drive successful attachment and conversion rates for services.
•    Proven experience in defining and bringing new software solutions or offerings to market.
•    Master of Business Administration
 

Physical Requirements:

Ability to travel domestic/internationally as needed.