Sr Manager/Consulting Leader

Consulting Leader (Life Sciences Commercial Sales, Service, Repair and Field Service SME)

Location: Remote – time zone is flexible, but EST is preferred. May need to travel to Hamburg, Germany and across US locations such as: PA, Boston, MA, MN or San Jose which has their biggest repair center.

About the role

As an Associate Director – Consulting (Life Sciences Commercial Sales, Service, Repair and Field Service SME), you will make an impact by serving as a subject matter expert and consulting leader for commercial transformation initiatives across MedTech and Medical Device clients. You will be a valued member of the Life Sciences Commercial team and work collaboratively with managers, primary teams, and other stakeholders and clients.

In this role, you will:

• Lead MedTech and Medical Device commercial sales, service, repair, and field service consulting engagements—shaping target operating models, roadmaps, and execution plans and advising senior stakeholders.

• Serve as a subject matter expert for device service and repair capabilities (e.g., installation, preventive maintenance, break/fix, depot repair, returns, warranty/entitlements) and their integration with commercial sales motions (e.g., service attach, renewals, upsell).

• Design and improve end-to-end processes across lead-to-order, quote-to-cash, order-to-cash, service-to-resolution, and returns/RMA—driving cycle time reduction, quality, compliance, and customer experience.

• Translate business requirements into functional solution designs for commercial sales and service/field service platforms (e.g., case management, FSM scheduling/dispatch, technician mobility, knowledge, parts/asset management), partnering closely with product, architecture, and delivery teams.

• Own end-to-end consulting delivery for MedTech sales/service transformation programs—from problem definition and current-state assessment through implementation support, adoption, and value realization.

• Partner with cross-functional stakeholders (Sales, Service Operations, Quality/Regulatory, Supply Chain/Parts, Finance, IT, and Customer Support) to align governance, KPIs, and operating rhythms.

• Identify and shape opportunities across commercial sales effectiveness, field service modernization, and service revenue growth (e.g., contracts, renewals, entitlements, warranty optimization).

• Develop accelerators, frameworks, and reusable assets for MedTech commercial sales/service and field service engagements; mentor consultants and managers on domain processes and consulting best practices.

What you must have to be considered

• Bachelor’s or Master’s degree in Engineering, Life Sciences, Business, Operations/Supply Chain, or a related field.

• 14–18 years of experience in MedTech/Medical Devices commercial consulting and/or industry roles focused on commercial sales operations, service/repair operations, customer support, and/or field service transformation.

• Proven experience leading complex, multi-workstream transformation programs (process, data, technology, and change management) and building trusted relationships with senior client stakeholders.

• Strong functional expertise in medical device service and field service operations, including scheduling/dispatch, technician mobility, parts logistics, asset/installed base management, service contracts/entitlements, warranty, and performance management (SLAs/KPIs).

• Demonstrated ability to translate business needs into functional requirements and solution designs for commercial sales and service/field service enablement platforms, working effectively with product owners and delivery teams.

Nice-to-haves

• MBA or advanced degree.

• Experience with commercial sales and service/field service platforms (e.g., Salesforce Sales/Service Cloud & Field Service, Microsoft Dynamics 365 Sales/Customer Service/Field Service, ServiceNow CSM/FSM) and common integration patterns (ERP, PLM, eCommerce, CPQ, asset/parts).

• Hands-on knowledge of MedTech/Medical Device service models (capital equipment and/or consumables), including installed base management, RMAs/returns, loaners, calibration, and depot repair.

• Familiarity with regulated environments and quality systems relevant to medical devices (e.g., complaints handling, CAPA, change control) and how they intersect with commercial/service processes.

• Service revenue growth experience (service offers, pricing, entitlements, renewals, warranty optimization, attach rate improvement) and customer experience improvement.

• Remote service and connected devices (IoT/telemetry), predictive maintenance, and digital/AI enablement for service operations.

• Service analytics and reporting (first-time fix, MTTR, utilization, parts fill rate, backlog, NPS/CSAT).

• AI and automation use cases in CRM (NBA, recommendations).