VP of Service, Americas

Smiths Group • Edgewood, MD

6d

About The Position

The Vice President, Service Americas defines and executes the strategic vision for the Americas Service business. The role leads service operations, field service, technical support, customer success, depot operations, training, service inventory management, and service commercial growth. It is accountable for operational excellence, customer satisfaction, profitability, employee engagement, and sustainable business growth, working across Sales, Technology, Supply Chain, Quality, Finance, and Product Management.

The position develops and implements goals, policies, and procedures for safe, compliant contractual service delivery; leads day-to-day service operations and standardizes service delivery across the Americas; and oversees repair depots, customer assistance and call center operations, field service training, and customer-facing activities. It develops and executes a multi-year strategy aligned with global objectives, drives profitable growth and recurring revenue, and advances digital transformation, automation, and unified systems. The role also serves as executive sponsor for strategic customer relationships, leads business reviews, and evaluates service-related acquisitions, partnerships, and investments. Travel of up to 50–60% domestically and internationally is required.

Requirements

• Bachelor’s degree in business or a relevant discipline.
• At least 10 years of Field Service Management experience.
• At least 10 years of business experience.
• At least 5 years leading large field service organizations.
• Executive leadership experience with organizations exceeding 200 employees.

Nice To Haves

• Experience in aerospace, defence, security technology, or industrial equipment.
• Experience leading large-scale organizational transformation.
• Experience in both government and commercial contracting.

Responsibilities

• Define and execute the strategic vision for the Americas Service business.
• Develop and implement goals, objectives, policies, and procedures to support safe, compliant contractual service delivery aligned with the Smiths Detection Service vision.
• Participate in internal and external customer performance reviews and prepare communications related to service-delivery quality.
• Conduct regular site visits to assess customer and resident-staff conditions.
• Maintain customer relationships through frequent engagement with key decision makers and industry stakeholders.
• Manage repair depot sites and customer assistance center/call center operations to provide first-line customer support.
• Plan, oversee, and participate in developing the Americas Service strategy to support consistent business growth.
• Execute field activities to achieve target attach rates, warranty conversions, and contract renewals.
• Manage Field Service training resources for the Americas.
• Position the Americas Service organization as a strategic differentiator that enhances customer value and drives profitable growth.
• Integrate disparate systems into unified systems technology.
• Review, develop, and measure key service and delivery organization metrics.
• Engage cross-functionally to provide effective service operational support across the business.
• Lead day-to-day Service Operations and meet or exceed service commitments.
• Standardize service delivery across the Americas.
• Improve productivity through Lean/Six Sigma principles.
• Develop and execute a multi-year Americas Service strategy aligned with global objectives.
• Identify new service offerings and recurring revenue opportunities.
• Drive digital transformation and automation initiatives.
• Serve as executive sponsor for strategic customer relationships and lead executive business reviews with key government and commercial customers.
• Partner with Sales to grow aftermarket revenue.
• Evaluate acquisitions, partnerships, and strategic investments related to service capabilities.
• Travel up to 50–60% domestically and internationally.

Benefits

• Competitive Business Profit Plan.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) with company match.
• Paid time off.
• Additional benefits, including health and wellbeing, financial, and lifestyle support.
• Training and opportunities for career growth across the business, locally and globally.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive