Vice President of Aftermarket Services
** This position may be based either in the Twin Cities or Chicago **
As Vice President of Aftermarket Services, you will report to the President of the Americas and lead the strategy, structure, and execution of service operations encompassing warranty and triage, third-party field service deployment, customer support, and technical training. While not a direct P&L owner, you will be fully accountable for service performance and experience outcomes. As a member of the senior leadership team, you will play a critical role in transforming how the company supports their customers in terms of post-sale elevating quality, responsiveness, and trust while enabling scalable service delivery across the Americas. Your leadership will help define what exceptional aftermarket service looks like and ensure it becomes a core differentiator for their brand.
Success Metrics
- Established a clear, consolidated view of service operations, talent, and performance metrics, grounded in customer and field insights (VOC), to ensure the right customer centric baseline. Too often they use KPIs that tell them what they want to hear versus what they need to know. They also do not have the ability to easily discern how they are performing for any customer at any point in time.
- Defined and articulated a vision for scalable, monetized services aligned with the company’s broader strategy, embedding technology, process simplification, and organizational clarity.
- Built stakeholder confidence in the strategy and underlying investments by demonstrating tangible progress in customer experience and service efficiency… for example, shorter response and resolution times, higher satisfaction, stronger training programs, and expanded use of digital tools to reduce transactional friction and reliance on manual processes.
Responsibilities
? Own and execute the strategy for aftermarket services, including warranty support, technical triage, and field service delivery. ? Oversee the performance and deployment of certified third-party authorized service agencies and dispatch logistics. ? Develop and deliver training materials in collaboration with Product and Engineering, leveraging digital and in-person formats to upskill internal and external service providers. ? Establish and track service quality metrics including fix rate, response time, and resolution satisfaction. ? Lead contact center operations with a focus on first-time resolution and customer satisfaction. ? Collaborate closely with Sales, Product, and Engineering to ensure feedback loops and service readiness at launch. ? Drive operational rigor in the deployment of service tools, systems, and scheduling models. ? Promote scalable, monetized service offerings while maintaining a strong customer-first ethos.
Desired Skills and Experience
My client is looking for a strategic leader with a proven track record in service operations ideally in an industrial, equipment, or foodservice related field who has successfully led large service organizations through transformation. Experience across field service management, technical support, and warranty operations is important, but the distinguishing factor will be the ability to build a forward looking roadmap that leverages technology to simplify processes, enable scalability, and differentiate their service offering. Next best would include someone with depth in one of the key service domains (for example, technical field service or customer support) who has demonstrated the leadership range to scale into broader accountability. They want to avoid someone who is narrowly focused on transactional operations without the ability to step back and design a strategic vision aligned to where they are headed as an enterprise. Critical Skills/Competencies: ? 10+ years in technical service or customer support roles, with at least 5+ in a senior leadership capacity. ? Bachelor's degree required, MBA or technical master’s preferred. ? Willingness to travel across North America and internationally as required. ? Experienced leader in field service or technical support with preferred exposure to industrial equipment. ? Strong understanding of aftermarket operations, third-party field force management, and service diagnostics. ? Demonstrated success in transforming service delivery and launching new service models (e.g., training programs, digital tools, service packages). ? Customer-centric mindset with a bias for operational discipline. ? Capable of influencing across a matrixed organization and leading through change. ? Experience managing service delivery across multi-site or third-party networks. ? Strong analytical and systems background; familiarity with field service tools and CRM/ERP platforms.
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