VP of Service & Field Operations

GTI Fabrication • Goodyear, AZ

1d

About The Position

GTI Fabrication is launching a new Service & Field Operations business unit to deliver on-site installation, aftermarket maintenance, repair, and technical field support across our equipment product lines. The Vice President of Service & Field Operations will own the strategy, go-to-market execution, organizational scale, operational infrastructure, and full P&L accountability for this business unit. This is a "0-to-1" startup leadership role within an established and rapidly growing manufacturer. Partnering closely with executive leadership, the VP will transform service delivery into a high-margin, scalable growth engine and a core competitive differentiator for GTI.

Requirements

• 15+ years of progressive experience in field service, aftermarket operations, or customer support within an industrial equipment OEM or heavy manufacturing environment.
• 5+ years in an executive leadership role (Director, Sr. Director, or VP) with direct P&L responsibility.
• Demonstrated track record of launching, scaling, or transforming a service line from initial concept to commercial profitability.
• Deep functional expertise in field service execution, technician network management, spare parts logistics, service pricing, and SLA architecture.
• Strong financial acumen with proven experience managing P&L statements, pricing strategy, and capital allocations.
• Proven track record recruiting, structuring, and leading technical field teams.

Nice To Haves

• Experience establishing field infrastructure, such as regional service centers or mobile technician networks.
• Hands-on experience selecting and implementing Field Service Management (FSM), CRM, or IoT/remote diagnostic software.
• Cross-functional background spanning supply chain, field logistics, or manufacturing operations.

Responsibilities

• Define market demand, customer segmentation, and competitive positioning across GTI’s manufacturing portfolio; establish target verticals, service tiers, pricing models, and service level agreements (SLAs).
• Build and manage the service P&L to achieve revenue growth, gross margin expansion, and profitability targets; partner with Business Development to integrate service packages, warranties, and SLAs into new equipment contracts.
• Determine in-house vs. third-party partner network capabilities and drive multi-year geographic and service footprint expansion.
• Build the operational delivery model from scratch, including field service playbooks, dispatch systems, work order management, fleet logistics, tooling, and parts inventory.
• Establish site access protocols, risk liability protections, customer sign-off procedures, and strict field safety and quality standards.
• Implement required support infrastructure, including regional service centers, mobile units, and support equipment.
• Partner with HR/TA to recruit, onboard, and structure a high-performing field organization, directly hiring service sales managers, operations coordinators, and frontline technicians.
• Create technical training curricula covering product diagnostics, safety protocols, and customer service to support career progression and technical competency.
• Drive a customer-centric, safety-first culture centered on rapid response times, first-call resolution, and operational excellence.
• Select and deploy Field Service Management (FSM), CRM, mobile delivery, and remote diagnostic platforms, integrating them with GTI’s ERP and finance systems.
• Establish closed-loop reporting systems to route field installation issues, quality trends, and customer insights back to Engineering and Operations for product improvement.
• Define and track key performance indicators, including CSAT/NPS, SLA compliance, commissioning quality, first-time fix rate, and customer lifetime value.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match (where applicable)
• Paid Time Off (PTO) and paid holidays
• Sick time in accordance with state and local requirements
• Company-paid life insurance and disability coverage
• Career advancement opportunities within a rapidly growing organization
• Exposure to advanced manufacturing, modular infrastructure, and large-scale industrial projects
• Collaborative, fast-paced environment with strong operational and engineering leadership
• Employee-focused culture centered on safety, quality, accountability, and continuous improvement

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed