Head of Service North America
Job Description
Head of Service / Service Director - North America
Function
Technical Service, Aftermarket Operations, and Customer Support
Role Overview
This role will lead the development and expansion of a North American service and aftermarket organization. The position is responsible for building scalable service infrastructure, establishing field and workshop capabilities, and driving aftermarket revenue growth through service offerings such as maintenance contracts, service agreements, and parts support.
The successful candidate will combine strong technical expertise with operational leadership and commercial acumen to create a high-performing, customer-centric service organization. This role plays a critical part in enabling long-term business growth by driving recurring revenue streams, improving service delivery, and strengthening customer relationships.
Key Responsibilities
Service Organization Development
- Build and scale the regional service organization from the ground up
- Establish service processes, systems, and operational standards
- Develop a framework to support long-term growth and efficiency
Workshop & Field Service Operations
- Support planning and setup of workshop facilities, tooling, and infrastructure
- Develop and deploy field service capabilities across key markets
- Ensure service readiness and technical support coverage
Aftermarket & Service Sales
- Define and execute strategies to grow aftermarket revenue
- Drive service sales initiatives including maintenance contracts and long-term agreements
- Expand recurring revenue streams through preventive maintenance and service programs
- Deliver on service profitability and margin goals
Spare Parts & Supply Chain
- Develop parts inventory and stocking strategies
- Support sourcing and procurement of critical components and service materials
- Improve forecasting accuracy and inventory optimization
Customer Support & Warranty
- Establish structured customer support and escalation processes
- Oversee warranty management and technical issue resolution
- Drive customer satisfaction and retention initiatives
Partner & Dealer Network
- Develop service partner and dealer capabilities
- Establish service quality and performance standards
- Deliver training and ongoing technical support
Leadership & Team Development
- Recruit, develop, and lead a high-performing service team
- Instill a customer-focused, performance-driven culture
- Define clear performance metrics and accountability structures
Cross-Functional Collaboration
- Partner with commercial, operations, supply chain, and product teams
- Align service strategy with broader business objectives
Key Performance Indicators (KPIs)
- Service revenue growth
- Aftermarket revenue contribution
- Service contract and maintenance program uptake
- Customer satisfaction and retention
- First-time fix rate
- Service response and turnaround time
- Warranty resolution performance
- Parts availability and inventory efficiency
- Service margins and productivity
Candidate Profile
Experience
- 15+ years in service operations, aftermarket, or technical service leadership
- Proven experience building or scaling service organizations
- Background in power generation, heavy equipment, or industrial sectors preferred
Technical & Industry Expertise
- Strong understanding of service models within equipment-driven industries
- Experience with aftermarket revenue models including service contracts and parts
- Familiarity with field service operations and technical support structures
Leadership & Commercial Skills
- Demonstrated ability to drive service growth and profitability
- Strong customer focus and stakeholder management skills
- Entrepreneurial mindset with the ability to build from inception
- Experience managing cross-functional teams and external partners
Qualifications
- Bachelor's degree in Engineering or a related technical field preferred
- Equivalent combination of experience and technical expertise considered
Why This Opportunity
- Build and lead a service organization from the ground up
- High-impact leadership role with strong visibility
- Opportunity to shape aftermarket strategy and long-term revenue streams
- Dynamic and high-growth environment
FAQs
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