VP of Service, Americas

Smiths Group • Edgewood, MD

7d • $131,871 - $237,368

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, in partnership with Sales, Technology, Supply Chain, Quality, Finance, and Product Management.

The position develops and executes a multi-year service strategy aligned with global objectives, oversees day-to-day service operations, and ensures consistent, safe, and compliant contractual service delivery throughout the Americas. It drives customer value, profitable aftermarket growth, service standardization, productivity improvements, digital transformation, and operational performance. The role also serves as an executive sponsor for strategic customer relationships and evaluates acquisitions, partnerships, and strategic investments related to service capabilities. Travel of up to 50–60% domestically and internationally is required.

Requirements

• Bachelor’s degree in business or a relevant discipline.
• Minimum 10 years of experience in Field Service Management.
• Minimum 10 years of business experience.
• Five or more years leading large field service organizations.
• Executive leadership experience with organizations exceeding 200 employees.
• Ability to travel up to 50–60% domestically and internationally.

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

• Develop and implement goals, objectives, policies, and procedures for safe and compliant contractual service delivery consistent with the Smiths Detection Service vision.
• Participate in internal and external customer performance reviews and prepare communications related to quality of service delivery.
• Conduct regular site visits to assess customer and resident staff conditions.
• Maintain and foster customer relationships through frequent communication with key decision makers and industry stakeholders.
• Manage repair depot sites and the customer assistance center/call center 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 metrics for the service and delivery organization.
• Engage cross-functionally to ensure effective service operational support across the business.
• Lead day-to-day Service Operations with a focus on meeting or exceeding 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.
• 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.

Benefits

• Excellent training and opportunities for career growth across the business, locally and globally.
• Flexible choice of benefits to suit employees’ lifestyles, with health and wellbeing, financial, and lifestyle support for employees and their families.
• Competitive Business Profit Plan.
• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off.
• Other benefits.

What This Job Offers

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