Job Title

Service Operations Manager - Medical Device (Bedford, MA / Plymouth, MN)

Job Description

Service Operations Manager - Medical Device (Bedford, MA / Plymouth, MN)

Help build a best-in-class service organization that enables growth, innovation, and customer success. In this strategic leadership role, you will develop scalable service operations, ensure readiness for breakthrough medical technologies, and lead field service and repair teams to deliver exceptional customer experiences. Your leadership will be key to advancing service excellence, operational efficiency, and long-term business success in a highly regulated healthcare environment.

Your role:

Lead and execute the end-to-end service strategy for the portfolio, building a scalable service model that supports business growth, customer success, and long-term organizational goals. Own service business performance through KPI management, cost control, productivity improvement, and scalable service offerings.
Build, lead, and develop the service organization across field service, technical support, and depot/repair operations. Oversee organizational design, hiring, onboarding, talent development, coaching, and performance management.
Establish the service operations infrastructure required for a regulated medical device business, including procedures, quality systems, repair processes, technical documentation, training programs, support tools, and operational metrics. Develop reporting and business review mechanisms to track performance and drive operational excellence.
Partner with Philips North America Central Service to align service delivery models, governance, systems, processes, and operational capabilities. Ensure successful integration into the broader Philips service ecosystem while maintaining compliance with quality, regulatory, and safety requirements.
Lead cross-functional service readiness for new product introductions and product lifecycle management by collaborating with R&D, Manufacturing, Quality, Regulatory Affairs, Commercial teams, and Supply Chain. Drive continuous improvement through service analytics, customer feedback, and operational insights to enhance reliability, efficiency, support quality, and customer satisfaction.

You're the right fit if:

How we work together:

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office-based role.

About Philips:

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

Learn more about our business.
Discover our rich and exciting history.
Learn more about our purpose.
Learn more about our culture.

Philips Transparency Details:

The pay range for this position in MA is $168,000 - $270,000.

The pay range for this position in MN is $158,000 - $250,000.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information:

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Bedford, MA or Plymouth, MN.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.