Global Director of Service

Do you want to be part of a business that genuinely values entrepreneurialism, innovation and individual accountability? We focus on our customers and are proud of the difference our technology makes. We partner with some of the biggest manufacturing companies in the world and our technical innovations are used to enhance well-known brands across multiple industries.

Position Overview

We are seeking a Global Director of Service to drive transformation, growth, profitability, and operational excellence in our global service business. This strategic leader will enhance customer satisfaction by overseeing all aspects of global after-sales service and support for our installed base of instruments, both on-site and through our service centers. Reporting directly to the Vice President of Operations, this role will shape a cohesive global service culture centered on collaboration, continuous improvement, and exceptional customer experiences.

This position will directly manage all Regional and Service Center Managers, implementing consistent calibration and repair standards worldwide. The role will also work closely with Sales to drive new product sales and subsequent service growth while leading Lean and strategic initiatives to optimize service performance globally.

Key Responsibilities

• Build strong customer relationships and collaborate closely with Sales to utilize customer metrics in strategic decision-making.
• Develop and implement global comprehensive after-sales strategies to enhance customer satisfaction, ensure consistency, and drive profitability across all regions.
• Oversee the timely and effective repair, calibration services, and technical support to the global installed base of Particle Measuring Systems’ instruments.
• Lead, train, and mentor Service Leader's global service team to ensure efficient and effective customer service while prioritizing the safety of employees and customers.
• Monitor and analyze global service performance at regional and product levels, fostering a culture of continuous improvement through visual management, 5S, and Lean methodologies.
• Drive the transformation of business systems and processes, leveraging change management to ensure successful implementation and adoption.
• Monitor and optimize the profitability of all service offerings to maximize Particle Measuring Systems’ financial performance.
• Evaluate and recommend new products, services, and approaches to strengthen our differentiation strategy. Participate in the new product innovation process to ensure design for serviceability and supportability.
• Work closely with Engineering, Marketing, Production, Country Managers, and the Projects team to enhance technical methods, training programs, and service lab effectiveness to ensure optimization of the Order to Cash Value Stream.
• Report on service performance within the quality system and prioritize opportunities for improvement.
• Champion employee engagement initiatives in collaboration with key stakeholders to achieve year-over-year improvement targets.
  
  

Qualifications

• Proven leadership and people management experience with a track record of collaboration with peers and senior executives.
• Exceptional ability to delegate and prioritize effectively in a dynamic and fast-paced environment.
• Demonstrated history of practical implementation of Lean Visual management, problem solving, tiered accountability, and related KPI-driven performance measurement.
• Advanced IT skills, including proficiency in Microsoft Office and ERP systems with service management capabilities.
• Demonstrated success in managing remote teams to drive results across global regions, to inspire and lead while fostering a culture of accountability and collaboration.
• Proven ability to influence and collaborate across Operations to align Production, Service, Supply Chain, and Quality teams, ensuring the highest standards of operational excellence and a strong focus on customer priorities.
• Strong understanding of relevant technologies with a demonstrated ability to quickly acquire new technical skills.
• Proven business acumen with strong financial literacy and decision-making capabilities.
• Demonstrated ability to think strategically and develop effective long-term plans in alignment with business goals.
• Proven ability to navigate evolving market conditions and ambiguous customer expectations.
• Demonstrated ability to inspire and lead global teams while fostering a culture of accountability and collaboration.
  
  

The Details

Location - This position is based in Boulder, CO, with an in-office expectation of 80%. Relocation assistance may be offered, but local candidates will receive priority consideration.

Travel: This role requires 25-50% travel

2025 Benefits At-a-Glance

Our benefit package is provided through our parent company, Spectris.

• Medical
• Dental
• Vision
• 401(k)
• Flexible Spending Account
• Onsite Wellness Clinic (Colorado Employees)
  
  

Pay Range

$170,000 – 200,000 depending upon experience

How We Determine What We Pay (compensation Philosophy)

Particle Measuring Systems determines pay for positions using local, national, and industry-specific survey data, for the Boulder, Colorado area. We will evaluate external equity, which is the relative marketplace job worth of jobs directly comparable to jobs within our company.

For new hires, we make competitive offers between the minimum and the midpoint of the range. There may be times when we will offer above the midpoint. The decision to do so will be based on the applicant’s level of experience, education, and specialized knowledge and skills.

Additionally, we consider the external market rate, the amount we have budgeted internally, and the compensation rates of the employees within the company doing the same position.

Particle Measuring Systems is proud to be an Equal Opportunity Employer.