Global Head of Aftersales

<p><em>At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.</em></p><p>Vitrolife Group is seeking a visionary and hands-on leader to shape the future of global Aftersales Services across our medtech and digital solutions portfolio. This role is your opportunity to unify and elevate a fragmented service landscape — spanning medical devices, SaaS platforms, and EMR integrations — into a world-class, customer-centric capability.</p><p>If you’re energized by complexity, passionate about continuous improvement, and driven to deliver value beyond the sale — this is your moment to lead transformation at scale.</p><p><strong>About the Role</strong></p><p>As Global Head of Aftersales, you will lead the strategic redesign and operational execution of our end-to-end service offering. You’ll define how we install, support, and evolve mission-critical systems for fertility clinics and healthcare providers — ensuring that service becomes a differentiator, not a cost center.</p><p>You will report to the SVP Consumables &amp; Technologies and collaborate closely with global leaders across Sales, R&amp;D, Quality, and Product to deliver seamless, value-added experiences for our customers worldwide.</p><p><strong>Your Impact</strong></p><p><em>Strategic Transformation</em><br/>Design and execute a unified global service strategy covering equipment installation, SaaS onboarding, and EMR data integration.<br/>Define clear global-to-local workflows — balancing cost, responsiveness, and regulatory needs.<br/>Standardize operating models across business lines to improve transparency and accountability.<em><br/>Operational Excellence</em><br/>Consolidate tools into a unified service management platform — enabling real-time SLA tracking, work order management, spare parts ordering, and customer dashboards.<br/>Define and monitor KPIs such as customer satisfaction, mean time between failure, and integration success rates.<br/>Embed lean practices and data-driven service improvements across regions.<em><br/><br/></em></p><p><em>Customer Experience &amp; Value Creation</em><br/>Streamline all support touchpoints (chat, phone, portals) into a single, tiered helpdesk model.<br/>Launch regular satisfaction surveys and feedback loops to identify friction points and drive enhancements.<br/>Elevate service into a commercial asset by supporting renewal conversations and value-add offerings.<br/><em><br/>Organization &amp; Capability Building</em><br/>Structure and scale a high-performing global team: field engineers, tech support specialists, integration consultants, and regional managers.<br/>Define role expectations, develop technical competencies, and cultivate a culture of accountability and continuous learning.<em><br/><br/>Cross-Functional Collaboration</em><br/>Channel field insights to R&amp;D and Product teams to drive proactive roadmap improvements.<br/>Partner with Sales and Marketing to deliver service performance data, support renewals, and identify upsell opportunities.<em><br/><br/>Financial Ownership</em><br/>Lead budget planning and cost optimization across global service operations.<br/>Identify synergies, automation opportunities, and operational efficiencies.<strong><br/><br/>Your Profile</strong><br/><br/>10+ years in global aftersales or service operations within high-tech or medtech environments.<br/>Deep experience across hardware servicing, SaaS lifecycle support, and system integration.<br/>Proven track record in building and scaling international teams with P&amp;L responsibility.<br/>Strong technical and analytical acumen — confident working with service platforms, dashboards, and KPI frameworks.<br/>A customer-first mindset — with experience launching support models that improve satisfaction and retention.<br/>Excellent collaboration, influence, and change leadership skills.<br/>Bachelor’s or Master’s degree in Engineering, Computer Science, Business, or a related field.<br/>Fluency in English; additional languages are a plus.<br/>Ability to travel globally</p><ul> </ul><p><em>Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment.We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden.</em></p><p><em>Vitrolife Group's products and services are available in more than 125 countries through our own presence in 25 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision