Vice President of Field Service Operations and Customer Service

Barry-Wehmiller-posted about 13 hours ago

$160,000 - $180,000/Yr

Full-time • Executive

Spokane, WA

5,001-10,000 employees

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The Vice President of Field Service Operations and Customer Service is responsible for customer care across the division’s operating sites . This individual will need an engineering background and in-depth knowledge of equipment automation and robotics . A successful candidate must show proven experience running Field Servic e, large equipment i nstallations and driving successful customer service. This is a senior leadership role responsible for overseeing the operations, strategy, and performance of field and technical service teams. This position ensures that customer service and technical support provided in the field meet company standards and goals and is instrumental in driving profitability . A key member of the Executive Leadership Team, th is role will partner with the other leaders to outline strategy for both Customer Care (Field & Technical Services) and the Division as a whole. The VP of Field & Technical Services leads all aspects of Alliance ’s KPIs, TTIs and Customer Care metrics as well as objectives and initiatives in support of the Alliance ’s business objectives . The VP of Field & Technical Services will oversee all aspects of the division's Customer Care including Field Service , After Ma r ket Sales , and Customer Support. Thi s person will champion process improvement, C ustomer Trust programs and mu l ti-organizational collaboration to achieve optimized performance across all Alliance business units . The VP of Customer Care must have a proven track record in senior management in a highly dynamic setting.

Strategic Leadership Provide leadership and guidance to a diverse and global Field Services and Technical Support team – understanding team strengths and how to best deploy effective customer solution strategies.
Assume a hands-on style to leadership that emphasizes teamwork and collaboration with a strong customer focus.
Drive accountability for results yet be supportive and effective at developing individuals to assume greater levels of responsibility and personal contribution.
Lead, motivate, and develop the functional team on an ongoing basis and provide direct feedback, counselling, and coaching to drive practices and processes and overall Alliance performance.
Customer Service & Relationship Management Build rapport and trust with customers to ensure excellent communication and solutions strategies both proactively and as issues arise.
Lead initiatives to drive customer satisfaction, operational efficiency, and profitability.
Provide clarity and leadership for warranty issues with a focus on customer needs.
Implement and drive Customer Trust System by earning our customer’s trust through development and delivery of exceptional solutions, delivered on time, and without warranty issues.
Drive Customer Trust excellence with timely aftermarket parts and sound installation and start-up support.
Assess the current state of Customer Care within Alliance’s network of sites and functions and plan, develop, organize, implement, and execute a holistic future state structure; reviewing people, positions, flex capacity , and evaluating core competencies to drive profitability across multiple sites.
Analyze customer feedback and data to identify trends and opportunities for improvement in customer experience.
Develop and implement customer service initiatives to enhance customer satisfaction and loyalty.
Budgeting and Resource Allocation Partner closely with Finance to ensure alignment on key drivers of success and lead key metrics and processes with site leaders.
Budgeting and Resource Allocation – develop and manage budgets for field operations, including labor, tools, vehicles, and materials; optimize cost-efficiency while maintaining service quality.
Operational Oversight Develop and implement the field services and technical services strategy in alignment with overall business goals.
Provide leadership to operational plans delivering on the business unit strategies across all domestic Alliance sites in all areas of Customer Care.
Contribute as a key member of the Executive Leadership Team (ELT) to outline organization strategy and vision with the Division President and others on the ELT.
Lead the operation function and ensure the right positions and people are developed to ensure the current and future needs of the organization are satisfied.
Leverage technology (e.g., field service management software, mobile apps) to improve field operations.
Drive continuous improvement initiatives focused on productivity, accuracy, and turnaround time.
Coordinate with engineering, product, supply chain, and logistics teams to support service delivery.
Ensure alignment between field operations and broader company initiatives.

A Bachelor's degree in Engineering or relevant discipline
15+ years in a global environment leading Engineering or Customer Care , with 8+ years ’ experience managing multiple manufacturing locations with full Customer Care P&L responsibility.
A proven-track record of driving Customer Care in identifying areas o f improvement ( utilizing Lean and Continuous Improvement methodologies) across a large organization, resulting in enhanced aftermarket margin s , profitability, and step-change performance .
Experience building and leading Customer Care programs and cross-functional team s
R es ponsible for project installation planning and developing process improvement strategies for complex system installations and support .
Demonstrated effective management (both direct and through influence) across multiple organization s and work groups .
I n-depth knowledge of equipment automation and robotics.
A successful candidate must show proven experience running Field Service, large equipment installations and driving successful customer service.
Must be willing and able to travel as needed.
Able to sit at a desk or computer for sometimes extended periods of time.
Able to move about the office and factory with occasional lifting, bending, and reaching.
Able to dial, hear and respond to telephone calls and inquiries as necessary.
Physically operate various types of office equipment including but no limited to photocopiers, fax machines, 10 key, computers, printers, etc.
Meet requirements of daily attendance on job for a full, continuous work schedule.

M aster ’ s Degree i s prefe r red
T he following competencies will differentiate top candidates: Critical thinking and decision quality .
Drives results by establishing compelling goals and aggressive schedules for improvement in all facets of Customer Care .
Effectively delivers mea surable results on organizational commitments.
Translates the Alliance vision and strategy into practical, actionable, and quantifiable plans .
Competitive spirit and drive to win.
Strong sense of initiative, internal motivation, and an unrelenting focus on results.
Robust ability to coach, develop , and inspire team members .
Entrepreneurial spirit with a results-focused mindset.
High degree of intellectual curiosity, integrity , and capability .
Openness to feedback and coaching with a strong orientation towards continual learning .
Capacity to function in a complex, global environment with ease and fluidity, while driving and influencing results.
Process thinker and passion for continuous improvement .
Proven experience in a senior customer service leadership role within manufacturing.
Deep understanding of the industry, product lifecycle, and customer needs.
Strong analytical skills to interpret customer data and identify trends
Expertise in customer service best practices and technology platforms
Excellent communication and interpersonal skills to build strong customer relationships

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