Vice President of Service

POSITION: Vice President of Service REPORTS TO: Chief Sales Officer FLSA STATUS: ExemptGENERAL DESCRIPTION:The VP of Service provides strategic leadership and oversight of all service-related operations. This role ensures the delivery of high-quality customer service, drives operational efficiency, and aligns service strategies with overall business goals.The Interroll Group is one of the world's leading specialists within the field of internal logistics. Headquartered in Switzerland, the exchange-listed company employs around 2,300 people at 32 enterprises around the globe. Among the company's 23,000 customers are plant manufacturers, system integrators and equipment manufacturers. Our products are in daily use by global brands everyone knows, like Amazon, Bosch, Coca-Cola, DHL, Procter & Gamble, Red Bull, Siemens, Walmart and Yamaha (Motorcycles). On top of that, Interroll initiates global research projects for logistics efficiency and is actively supporting industry associations for standards or better use of resources.DUTIES AND RESPONSIBILITIES:Service Leadership & StrategyDevelop and execute the overall service strategy to support company growth, customer satisfaction, and lifecycle value.Establish and meet service revenue, profitability, and performance targets for assigned areas of responsibility.Drive consistency and excellence across all service operations, including field service, technical support, and aftermarket services.Team Leadership & DevelopmentLead, coach, and develop a high-performing service organization, including field technicians, service managers, and support teams.Recruit, retain, and develop service personnel to ensure strong coverage and capability across territories.Foster a culture of accountability, safety, continuous improvement, and customer focus.Customer Experience & Key AccountsMaintain and strengthen relationships with key accounts in collaboration with sales leadership (NSM, RSMs, and agents).Ensure high levels of customer satisfaction through timely, high-quality service delivery.Support strategic customers with service solutions, upgrades, maintenance programs, and lifecycle management.Operational ExcellenceOversee service delivery processes, ensuring adherence to company procedures and standards.Drive improvements in service efficiency, response time, and first-time fix rates.Manage service operations including scheduling, resource allocation, and performance tracking.Aftermarket Growth & ProfitabilityIdentify and develop opportunities to grow aftermarket revenue including spare parts, maintenance contracts, and service agreements.Continuously improve service margins through operational efficiencies and pricing strategies.Collaborate with sales teams to support lifecycle selling and service attach rates.Technical & Product AlignmentMaintain strong understanding of product lines, systems, and applications within material handling.Provide feedback to engineering and product teams regarding field performance, reliability, and improvement opportunities.Assist in developing service-related product enhancements and offerings.Reporting & Performance ManagementEnsure accurate and timely service reporting, including KPIs, financials, and operational metrics.Monitor CRM and service system utilization to track performance and customer interactions.Analyze service data to identify trends and drive improvements.Industry Engagement & RepresentationRepresent the company at industry events, trade shows, and customer engagements.Stay informed on competitor service offerings, pricing, and industry trends.Actively network to improve market knowledge and overall effectiveness.Cross-Functional CollaborationWork closely with sales, engineering, operations, and supply chain teams to ensure seamless customer experience.Promote collaboration and mutual respect across all functional departments.Manage inside service functions as required (e.g., Wilmington NC and Denver CO).REQUIRED QUALIFICATIONS:Always possess and display Interroll LLC's Values:Long-term ThinkingCommitted to ExcellenceAlways RespectfulPassionate about Customers5-10+ years of proven leadership experience in service operations within the material handling, industrial equipment, or related industry.Strong technical aptitude with understanding of conveyor systems, storage solutions, or automated material handling equipment.Demonstrated success leading field service teams and managing geographically dispersed operations.Strong leadership presence with ability to motivate and manage teams effectively.High level of self-motivation and strong organizational skills.Hold a current valid driver's license.Strong decision-making and problem-solving capabilities.Ability to understand material flow, system functionality, and performance metrics.Proficiency in CRM systems and Microsoft Office Suite.Ability to read and interpret engineering drawings and technical documentation.Solid mathematical and analytical skills (percentages, measurements, geometry, etc.).Strong communication and presentation skills, both written and verbal.Willingness to travel (2-3 nights per week) visiting customers and service operations.Ability to travel domestically and internationally.Service revenue growth and profitabilityCustomer satisfaction (CSAT) and retentionResponse time and service level adherenceFirst-time fix rates and service efficiencyAftermarket sales (contracts, parts, upgrades)Employee engagement and team performanceEDUCATIONA Bachelor's Degree or higher in either a business or engineering discipline.The above statements reflect the general details considered necessary to describe the principal function of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in this job.

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