Associate Director – Consulting
Job Title – Associate Director – Consulting Location – Remote – time zone is flexible, but EST is preferred Duration – 13+ Months Job Description: Note*- 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).