Service Director

The Head of Service will lead the establishment, development, and growth of the company's North American service and aftermarket organization. This role will be responsible for building service infrastructure, developing field support capabilities, establishing workshop requirements, supporting spare parts operations, and driving aftermarket revenue growth through service sales, Annual Maintenance Contracts (AMCs), preventive maintenance programs, long-term service agreements, and customer support solutions. The position requires a strong combination of technical expertise, operational leadership, customer support excellence, and commercial acumen to create a scalable service organization capable of supporting long-term business expansion across North America. This role is critical to establishing and scaling the company's aftermarket service infrastructure for diesel and gas generator products across North America. The position will focus on building service capabilities, developing customer support systems, creating recurring service revenue streams, improving customer satisfaction, and driving long-term profitability through AMCs, preventive maintenance programs, long-term service agreements, spare parts sales, and aftermarket solutions.

Qualifications:

• Bachelor's Degree in Mechanical Engineering, Electrical Engineering, or a related discipline preferred.
• Equivalent combination of extensive industry experience, technical expertise, and proven leadership capability will also be considered.

Experience:

• Minimum 15+ years of experience in service operations, aftermarket support, technical service management, or service leadership roles.
• Experience within generator, power generation, heavy equipment, industrial equipment, or related industries.
• Demonstrated experience building, scaling, or leading service organizations and aftermarket operations.

Industry:

• Experience within generator, power generation, heavy equipment, industrial equipment, or related industries
• Candidates with experience from generator OEMs, CAT dealers, power generation companies, or industrial equipment manufacturers are highly preferred.

Ideal Candidate:

The ideal candidate will have proven experience building and managing service organizations within the power generation or heavy equipment industry. The candidate should possess strong technical knowledge of diesel and gas generators while demonstrating the ability to develop profitable aftermarket businesses, service sales programs, and recurring revenue streams through AMCs, preventive maintenance programs, long-term service agreements, and spare parts operations. The successful candidate will be entrepreneurial, highly customer-focused, commercially driven, and capable of building scalable service operations from the ground up in a fast-growing organization.

Key Responsibilities:

Service Organization Development

• Lead the setup and development of the North American service organization.
• Establish service processes, procedures, systems, and operational standards.
• Build scalable service infrastructure to support business growth.

Workshop & Field Service Operations

• Support workshop setup planning, equipment selection, tooling requirements, and facility readiness.
• Develop field service and technical support capabilities.
• Ensure service readiness across key target markets.

Aftermarket & Service Sales

• Develop and execute aftermarket growth strategies.
• Drive service sales and business development initiatives across North America.
• Expand recurring service revenue through AMCs, preventive maintenance programs, long-term service agreements, spare parts sales, and technical support programs.
• Support achievement of service profitability objectives.

Spare Parts & Supply Chain Management

• Develop spare parts inventory strategies.
• Lead sourcing and procurement activities for generator spare parts and critical service components, including global supplier engagement where required.
• Support parts forecasting and inventory optimization.

Customer Support & Warranty Management

• Establish customer support processes and escalation procedures.
• Support warranty management programs and technical issue resolution.
• Drive customer satisfaction and retention initiatives.

Partner & Dealer Network Support

• Develop and support service partner and dealer service capabilities.
• Establish performance standards and service quality expectations.
• Conduct training and technical support activities.

Team Building & Leadership

• Participate in recruitment and development of future service teams.
• Mentor service personnel and establish performance expectations.
• Create a high-performance customer-focused service culture.

Cross-Functional Collaboration

• Work closely with Sales, Operations, Product Support, Supply Chain, and Leadership Teams.
• Support strategic business objectives and long-term growth plans