VP Global Customer Service

About the Role

We’re looking for a hands-on, strategic leader to head the Global Customer Service & Solutions organization. In this role, you’ll take full ownership of the post-delivery customer experience, overseeing everything from installation and onboarding to ongoing service and support. Your mission: to build and lead a high-performing team, implement scalable processes, and transform service into a true competitive advantage. This is a unique opportunity to shape how we support our customers worldwide and play a key role in our long-term success.

Roles & Responsibilities

• Lead the Global Service function for a fast-paced, innovation-driven company.
• Develop and manage a comprehensive support strategy for both global partners/distributors and direct customers.
• Create and execute a multi-year plan to grow the service business, balancing exceptional customer value with strong profitability.
• Own the Global Service P&L, including financial reporting, performance tracking, and cost control.
• Build and lead a high-performing service team that supports sales, drives customer success, and enables business expansion.
• Oversee a wide range of service functions, including:
• Installation and project management
• Field and remote service delivery
• Knowledge management
• Service business development
• Allocate resources across HQ and regional teams to deliver fast, reliable, and scalable service.
• Champion customer satisfaction and loyalty - backed by data, metrics, and continuous improvement.
• Collaborate cross-functionally with R&D, Sales, and Operations to enhance overall service performance.
• Define and track service KPIs that meet or exceed industry benchmarks.
• Build a structured, scalable service framework for launching and supporting new products and technologies.

Key Focus Areas & Strategic Projects

• Evolve the service model from low-touch legacy support to high-touch support for complex, next-gen products.
• Clearly define roles, responsibilities, and workflows across teams and functions.
• Design and implement critical service systems and processes, including:
• Centralized Control Tower for global service coordination
• Product support readiness programs
• Service logistics and delivery infrastructure
• Knowledge management and documentation systems
• Account Success Management for key accounts and partners
• Establish and operate regional and global Service Centers, including a dedicated European hub.
• Build the foundation for a robust Service P&L — encompassing pricing models, KPI frameworks, cost management, and service portfolio planning.

Skills & Qualifications

• Proven track record leading global service operations for complex, hi-tech multidisciplinary hardware/machines, preferably in businesses with >$100M in annual revenue. Experience in robotics – a plus.
• Comfortable working across time zones, cultures, and globally distributed teams.
• Strong leadership and people management skills — capable of developing both frontline teams and experienced managers.
• Strategic thinker with a hands-on approach, a collaborative mindset, and a drive for operational excellence.