VP Field Service Operations

The Vice President of Service Operations for Industrial Refrigeration will lead and oversee all aspects of the service business, including strategic planning, execution, operational performance, customer satisfaction, and financial results. This role is responsible for managing service teams, improving processes, and ensuring safety, quality, and compliance standards are met across all service operations.

Key Responsibilities

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Strategic Leadership:

+ Develop and execute the service strategy to support organizational goals and growth. + Lead national and/or regional service operations for industrial refrigeration systems, including ammonia and CO₂-based systems. + Collaborate with executive leadership to align service operations with overall business objectives.

+ Oversee service delivery, preventive maintenance, repairs, retrofits, and emergency support. + Establish KPIs and metrics for field service performance, technician productivity, and customer satisfaction. + Ensure compliance with industry regulations (OSHA, EPA, IIAR) and company safety policies.

+ Lead and mentor a team of service managers, dispatchers, and technicians across multiple locations. + Drive workforce planning, technician training, and certification programs. + Foster a high-performance culture focused on accountability, integrity, and continuous improvement.

+ Develop service offerings and contract models (e.g., full-service agreements, time-and-material). + Build and strengthen customer relationships through exceptional service delivery and responsiveness. + Identify opportunities for upselling and cross-selling within existing accounts.

+ Manage service P&L, budget planning, and cost control. + Optimize operational efficiency to improve gross margin and profitability. + Evaluate performance trends and prepare reports for executive stakeholders.

Qualifications

Preferred Certifications