Global Aftersales Service & Repair Leader

3M

108d • $266,001 - $325,112

About The Position

3M’s Personal Safety Division is a global leader in developing, manufacturing, and distributing Personal Protective Equipment (PPE) to keep workers around the world safe. We are seeking an experienced and strategic Global Aftersales Service & Repair Leader to lead and accelerate our service and repair operations worldwide. This role reports directly to the President of the Personal Safety Division, supporting a $3.5B global business with 14 manufacturing sites and 10 product categories. The leader will own the P&L for global service and repair operations, driving profitable growth, operational excellence, and customer satisfaction across geographies.

Requirements

• Bachelor’s degree in engineering, Business, Operations (completed and verified prior to start)
• Ten (10) years of proven leadership of international, multicultural teams in a private, public, government or military environment
• Ten (10) years of experience with service agreements, warranties, and 3rd-party service partnerships
• Ten (10) years of demonstrated strong financial acumen and experience managing P&L

Nice To Haves

• Master’s or MBA degree preferred
• Excellent communication and change management skills
• Analytical mindset with experience using data to drive decisions
• Background in PPE products, medical devices, electronics, industrial equipment, or capital goods
• Lean/Six Sigma certification or continuous improvement training
• Experience with ISO 9001, FDA, or other regulated environments (if applicable)

Responsibilities

• Develop and execute a global aftersales service and repair strategy aligned with Division goals
• Standardize service operations, KPIs, and repair processes across all geographies
• Expand and lead 3M PSD’s global service network (internal and 3rd-party)
• Optimize tools, systems (e.g. CRM, service software), and documentation to support global service and repair delivery
• Drive high customer satisfaction through fast, effective service and repairs
• Implement voice-of-the-customer (VoC) feedback loops to continuously improve service performance
• Manage escalation processes for complex or critical service issues
• Oversee global repair operations (in-house and Authorized Service Centers)
• Monitor and manage warranty claims, root-cause analysis, and cost reduction initiatives
• Lead technical service teams to support diagnostics, troubleshooting, and remote service
• Lead, coach, and develop Area service managers and teams
• Partner with product, engineering, sales, and supply chain to ensure cross-functional alignment
• Ensure the service teams follow safety guidelines to reduce the risks of injuries at work
• Own the global service and repair P&L, including revenue, cost management, and margin optimization
• Develop and execute pricing strategies, service agreements, and commercial models
• Drive profitable growth through operational efficiency and value-added service offerings
• Define and track customer-facing KPIs: turnaround time, first-time fix rate, customer satisfaction, repair cycle times
• Use analytics and field data to identify trends and proactively reduce service incidents
• Report on service and repair performance to senior leadership, including financial outcomes

Benefits

• Medical, Dental & Vision
• Health Savings Accounts
• Health Care & Dependent Care Flexible Spending Accounts
• Disability Benefits
• Life Insurance
• Voluntary Benefits
• Paid Absences
• Retirement Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree