Principal Serviceability Lead

Purpose:

The CLS Principal Serviceability Lead will champion initiatives to maximize customer satisfaction, serviceability, and deployability for the Clinisys Laboratory Solution (CLS) product line by driving end-to-end solution delivery and partnering with cross-functional teams to align product readiness, implementation, and post-deployment support. This role ensures seamless deployment, proactive service improvements, and a superior customer experience across global markets. A documented service strategy for all major releases will be a key outcome owned by this new leader.

Key Responsibilities:

Customer Satisfaction

• Drive programs to improve Net Promoter Score (NPS) and customer engagement.

• Champion continuous improvement by leveraging customer feedback and performance metrics to enhance future releases.

• Act as the primary escalation point for service-related issues.

• Develop and maintain customer success metrics and dashboards.

Serviceability

• Collaborate with Product, Services, and Support teams to enhance, build, and create CLS service tools and processes.

• Integrate serviceability and scalability into solution design to ensure long-term success.

• Implement best practices for new product, maintenance, and upgrades releases.

• Promote adoption of CLS CARE and other internal support platforms.

Deployability

• Ensure deployment readiness for CLS releases.

• Partner with Engineering, DevOps, and CloudSecOps to streamline installation and upgrade procedures, ensuring compliance and global standards for deployment across diverse markets.

• Support scalability and modularization strategies for diverse customer needs.

Key Performance Indicators (KPIs):

• Customer Satisfaction: Achieve and maintain NPS > 70 and reduce average resolution time by 20%.

• Serviceability: Implement at least 3 major service process improvements per year.

• Deployability: Ensure 95% on-time deployment for CLS releases globally. Reduce average total deployment time by 40%. (reduced service cost)

• Training & Adoption: Drive 90% adoption of CLS CARE tools or equivalent tool among service and support teams.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, IT, or related field.

• Experience delivering complex technology-based solutions to market.

• Experience with Service Monitoring tools.

• Experience building Service strategies for software solutions.

• Experience representing Service on engineering projects.

• Ability to influence and partner with cross functional teammates.

• Expertise (10+ years) in software services, laboratory operations, or LIMS  field-based deployment.

• Excellent communication and stakeholder management skills.

• Strong Program and Project Management skills, professional certification is preferred.

• Familiarity with AI tools and techniques (predictive analytics, NLP, automation)

Core Competencies

• Customer-centric mindset.

• Excellent verbal, written, and interpersonal communication skills. Able to effectively communicate at all levels throughout the organizations.

• Skilled in cross-functional collaboration and driving alignment between disparate groups of stakeholders.

• Analytical and process-driven approach.

Global Travel Expectations

• As needed international travel for customer site visits, deployment oversight, and global service workshops.

Supervisory Responsibilities:

• None

Benefits

Our benefits for Full Time employees are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits,