Director - Global Services Labwater
Office-based in Lane End, High Wycombe with International Travel
Permanent, Full-time, Monday - Friday 37 hours
25 Annual Leave + UK Bank Holidays (with option to buy / sell!), Company Bonus Scheme, Company Car or Cash Allowance, Pension Scheme, Private Medical Insurance, Access to a Private GP and much more!
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Lead the Future of Global Service Excellence
Are you a strategic service leader with a passion for customer success, operational excellence, and building high performing international teams?
We are looking for an experienced Global Services Director to lead our worldwide service organisation within our Labwater Solutions business. This is a senior leadership opportunity for someone who thrives in an international environment and is driven to develop innovative service strategies, grow recurring revenues, and deliver an exceptional customer experience.
Working closely with the Managing Director and cross functional leadership teams, you will shape the future of our global service operations while supporting customers across the laboratory and life sciences sectors.
What you will be doing…
As Global Services Director, you will:
Develop and execute the global service strategy, ensuring consistent, high quality service delivery across all regions.
Provide direct leadership and management to service teams in the UK and internationally, developing a high performing global service organisation.
Lead and develop international service teams, including technical support, field service engineers, and customer success functions.
Drive customer satisfaction by monitoring and improving KPIs including CSAT, NPS, claims management, and Service Level Agreements (SLAs).
Monitor and drive growth of the global installed base, identifying opportunities to expand service engagement and customer lifetime value.
Increase service contract coverage rates across the installed base, driving recurring revenue through service agreements, consumables and spare parts.
Develop new service offerings and digital service solutions that enhance customer value and business performance.
Establish and oversee global training programmes through our Labwater Centre of Excellence, ensuring a highly capable worldwide service network.
Manage departmental budgets and resources to deliver operational efficiency and profitability.
Collaborate with Sales, Product Management, Engineering, and Operations to ensure service excellence supports wider business objectives.
Contribute to product safety and serviceability during product development.