Our team is hiring a VP of North America Field Service!
The VP of North America Field Service provides team leadership and operational oversight for the organization's regional Field Support Services function, including Regional Service Managers, Field Engineering, Field Service Foremen, and Field Service Technicians across all assigned regions. This role sets the direction for service quality, operational efficiency, and customer satisfaction standards company-wide, and is accountable for the efficiency, growth, and continuous improvement of the Field Service organization. This role partners with executive leadership, Sales, Engineering, and Operations to align service strategy with broader business objectives, drives consistency across regions, and represents the voice of Field Service in company-wide planning.
Duties and Responsibilities
Strategic Leadership & Organizational Management
- Set the priorities and performance standards for the Field Service organization across all regions.
- Lead, mentor, and hold accountable a team of Regional Service Managers, ensuring consistent execution of service delivery standards.
- Build organizational capability by developing succession plans, leadership pipelines, and training programs for service management staff.
- Establish and standardize policies, procedures, and best practices for field service operations across regions.
- Evaluate regional performance data and lead continuous improvement initiatives to elevate service quality and operational efficiency company-wide.
- Facilitate cross-regional collaboration to share resources, balance workload, and resolve capacity constraints.
Customer & Business Development
- Build and maintain relationships with key strategic accounts and serve as an executive point of escalation for major customer issues.
- Identify and pursue opportunities for service line expansion, new revenue streams, and market growth in partnership with Sales leadership.
- Champion the company's brand, values, and reputation in high-level customer, vendor, and partner engagements.
- Ensure consistent adherence to company standards, branding, and professionalism across all regional teams.
Financial & Reporting Responsibilities
- Own the Field Service organization's execution to budget, including revenue targets, expense management, and job margin performance across all regions.
- Consolidate and present financial and operational performance data to the VP of Service and executive leadership on a monthly basis.
- Analyze productivity, profitability, and service metrics across regions to identify trends, risks, and opportunities.
- Review and approve regional financial reporting, including closed jobs, work in progress, and open service repair orders (SROs).
- Partner with Finance to forecast field service revenue and costs, and to support annual budget planning.
Safety & Compliance
- Establish and enforce company-wide safety policies and regulatory compliance standards for all field service operations.
- Ensure all regions maintain compliance with ISO Quality System standards and company quality expectations.
- Champion a culture of safety, accountability, and continuous training across the entire Field Service organization.
- Oversee incident review processes and drive corrective actions to prevent recurrence of safety or quality issues.
Sales Support & Strategic Partnerships
- Partner with Sales leadership to align service capabilities and capacity with company growth strategy.
- Provide executive-level technical and operational input to support major pre-sales discussions and strategic customer consultations.
- Guide the development of standardized service agreements and contract frameworks used across regions.
- Represent Field Service in strategic planning discussions with Sales, Engineering, and Operations leadership.
Warranty, Quality & Risk Management (Deliver Excellence, Take Ownership)
- Oversee company-wide warranty claim processes, ensuring accuracy, timeliness, and consistency across regions.
- Partner with the Claims, Engineering, and Quality teams to identify systemic issues and drive root-cause resolution.
- Review trend data on warranty claims and inspections to inform product quality feedback and process improvements.
- Ensure regional teams maintain thorough, audit-ready documentation for inspections, claims, and resolutions.
Other
- Serve as a visible ambassador for the company's culture and values, fostering strong cross-functional relationships at all levels of the organization.
- Model and promote outstanding customer service standards throughout the Field Service organization.
- Ensure the Field Service organization operates in accordance with established company policies and procedures.
- Perform other duties as assigned by executive leadership.
Skills and Qualifications
Education
- Bachelor's degree in electrical engineering or a related field, or an equivalent combination of education and progressive leadership experience.
Experience
- Ten (10) or more years of field engineering, field service, or related industrial experience.
- Five (5) or more years in a service leadership role, including experience managing managers or multi-site teams.
- Demonstrated success leading field service operations across multiple regions or locations.
- Experience owning P&L responsibility, budgets, or revenue targets at a departmental or divisional level.
Technical & Industry Knowledge
- Strong working knowledge of PLC systems, motor drives, and related industrial field service technologies.
- Solid grounding in the technical, analytical, and engineering principles that underpin field service work.
- Proficiency with Microsoft Office Suite and enterprise reporting or business intelligence tools.
- Ability to interpret complex technical, financial, and operational data to guide strategic decisions.
Leadership & Executive Skills
- Proven track record leading and developing leaders across multiple locations or business units.
- Strong strategic thinking, organizational, and change-management capabilities.
- Executive-level communication, presentation, and interpersonal skills, with the ability to influence senior stakeholders.
- High level of business acumen, judgment, and decision-making in complex, ambiguous, or high-stakes situations.
- Ability to build a collaborative, high-performance culture across geographically dispersed teams.
- Strong communication skills and self-accountability, while also recognizing urgencies when they arise.
- Skilled at mentoring and developing the next generation of service leadership talent.
Additional Requirements
- Ability to travel extensively across regions, including overnight and extended travel as needed.
- Unwavering commitment to safety protocols, regulatory compliance, and industry best practices.
- Education & Experience:
- Bachelor's degree and/or trade school degree in electrical or mechanical studies required. Strong electrical engineering background needed
- 15 years (or more) of field service experience with a strong background with mechanical or electrical equipment including leading field service teams
- 5 years (or more) experience working in and managing a large field service team with Profit/Loss accountability as well as demonstrated success exhibiting year-over-year revenue growth
- Experience and knowledge including working with small or large (horsepower) electric motors and equipment (preferred)
- Other:
- Advanced financial understanding and the economic impacts of operational business decisions
- Advanced interpersonal communication and relationship skills
- Competent people leader who manages, mentors, and develops direct reports while earning their respect
- Ability to manage multiple tasks, projects, and programs simultaneously and efficiently in a fast-paced manufacturing environment
- Detail oriented and highly organized
- Problem Solving Capabilities - with ability to utilize problem solving tools
- Strong formal written and verbal communication skills necessary
- Demonstrated ability in developing and executing strategic action plans
- Ability to travel (air and ground). Frequent business travel is required to other company sites, customer locations, etc.
- Strong experience with Microsoft Office
