Head of Global Technology Solutions Commercialization and Operations

Job Summary:

The Senior Director, Technology Solutions leads Masimo's Technical Service organization globally, accountable for service delivery and uptime across the installed base and for transforming Technical Service from a cost center into a profit center.

Operationally, the role owns global service delivery - depot and field operations, RMA, turnaround time, spare parts and logistics, and service quality - and builds the regional infrastructure required to scale it.

Commercially, the role infuses commercial DNA into the service organization, converting it from a reactive intake function into a customer-facing team that works alongside Sales to drive uptime and service plan adoption, operating in effect as inside sales for service.

The role partners hand in hand with Service Marketing on offering design, pricing, and campaigns, and tailors the service solution to regional market needs.

Duties & Responsibilities:

Global Technical Service Leadership:

• Lead the global Technical Service organization - depot repair, field service, technical support, and service operations - across all regions.
• Own the global service P&L, accountable for revenue, cost to serve, and margin, and transform Technical Service from a cost center into a profit center.
• Set global service strategy, standards, and service levels, and translate them into regional operating plans with clear regional accountability.
• Own service quality and regulatory compliance with Quality and Regulatory, including complaint handling, traceability, and post-market feedback loops.

Commercial Transformation:

• Infuse commercial DNA across the service organization, building commercial acumen, value conversations, quoting discipline, and revenue accountability at every level.
• Transform the team from a reactive intake function into a proactive, customer-facing organization that treats every service touchpoint as a customer engagement.
• Work alongside Sales as an inside sales motion for service - driving uptime, service plan attach and renewal, out-of-warranty conversion, quote follow-up, and win-back of lapsed contracts.
• Partner hand in hand with Service Marketing on offering design, pricing, packaging, campaigns, and enablement, providing operational feasibility and delivery economics.
• Own the service revenue forecast, quoting standards, and service plan pipeline in partnership with Sales Operations.

Regional Solutions & Global Footprint:

• Tailor the service solution to regional market needs - offering mix, service levels, pricing, and delivery model by region.
• Create the Go Premium offering in Europe, including on-site support, guaranteed response times, and premium service levels.
• Build out OUS depot capabilities to improve turnaround time, reduce cost to serve, and lower freight and cross-border exposure.
• Establish regional service leadership, capacity plans, and third-party partner networks where in-region coverage is required.

Operational Excellence:

• Improve and scale the RMA process end to end - intake, triage, authorization, logistics, repair, and return - for speed, transparency, and scale.
• Drive turnaround time, first-time-fix, backlog, and cost-per-repair improvements through lean and continuous improvement methods.
• Own spare parts strategy, repair capacity planning, and inventory in partnership with Supply Chain.
• Own service systems and data - ERP, CRM, and field service tools - including installed-base data integrity and service analytics.

Team Leadership:

• Lead, coach, and develop a global service team, including regional service leaders, and build customer-facing capability across the organization.
• Allocate resources and budget, and recruit and onboard talent as the service business scales.
• Own service KPIs, dashboards, and the operating cadence, and serve as the executive point of accountability for global service performance.

Minimum & Preferred Qualifications and Experience:

Minimum Qualifications:

• Bachelor's degree in Engineering, Business, or a related field; technical discipline preferred.
• 12+ years of progressive experience in technical service, field service, or service operations leadership, including global or multi-region scope.
• 5+ years leading leaders, managing large or geographically distributed teams.
• Demonstrated P&L ownership of a service business, with accountability for revenue, margin, and cost to serve.
• Track record transforming a service organization - from cost center to profit center, or from reactive support to a customer-facing, commercially accountable function.
• Depth in depot and field operations, RMA, reverse logistics, turnaround time, spare parts planning, and service quality systems.
• Experience in MedTech, healthcare technology, or another regulated industry, including service-related quality and regulatory requirements.

Preferred Qualifications:

• MBA or advanced degree in Business, Engineering, or related discipline.
• Experience building OUS depot or repair capabilities and regional service infrastructure.
• Experience launching premium or on-site service tiers in Europe or other OUS markets.
• Experience driving service contract attach and renewal in partnership with Sales, including inside sales style service motions.
• Lean, Six Sigma, or equivalent continuous improvement background.
• Experience deploying ERP, CRM, or field service management systems across a global service organization.

Education:

• Bachelor's degree in Engineering, Business, or related field

Compensation:

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Domestic and Global travel is necessary up to 40%, including regular travel to regional service sites and depots.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.