Vice President Global Service

Company: Generac Power Systems
Location: Waukesha
Posted on: March 19, 2023

Job Description:

At Generac, our people help make the world safer, brighter, and more productive. We are united by our efforts to inspire change for a better world; impact our people and community; influence and achieve positive results; and innovate the industry. Our shared goals allow people with diverse backgrounds and points of view to work together, bringing our global customers peace of mind through reliable products and exceptional support. Job Summary: The Vice President Global Service will oversee the global vision and strategy within the Global Service function. This role will serve as an advisor to business group leaders and international service operations on best practices related to service, aftermarket part & service sales, warranty and digital transformation of service portals and platforms. The VP will create a culture of exceptional customer service by creating measurable standards of excellence and developing a team of people that are continuously trained and developed to exceed internal and external customer expectations in all required markets and regions worldwide. Essential Duties and Responsibilities:

• Lead establishment of the vision and strategy to drive world class excellence within the Global service team.
• Manage departmental expenses, ensure regulatory compliance, and support corporate goals (e.g. revenue growth, profitability, market penetration).
• Define and execute strategies and roadmaps/project plans for aftermarket transformation
• Lead cross-functional project teams to drive specific outcomes and deliver results
• Collect, interpret and leverage product and telemetry data to identify quality and reliability opportunities and solutions. Collaborate with Quality and Engineering teams to drive improvement in uptime and customer experience.
• Act as an advisor to business unit leaders and international service operations on best practices related to service & aftermarket
• Collaborate with Business Groups, Customer Care Team, Marketing, Product Management, Quality, Engineering, and Operations to improve CX and EBITDA
• Clear roadblocks, mediate disputes, celebrate successes, and use operating mechanisms to continually assess progress and improve.
• Establish rules of engagement for internal partnership teams to quickly identify and resolve issues.
• Drive regular interactions between partnership teams and senior leaders to ensure success.
• Challenge new ways of thinking and create an environment that fosters idea generation and an entrepreneurial spirit.
• Create a collaborative, innovative, and results oriented environment with peers, teams, and global cross functional partners to provide the best possible customer experience for our top customers.
• Designs and directs the work of the functional area. Selects, coaches and develops the team, setting objectives that align with company strategy to inspire and motivate the team. Manages organizational talent through performance management, succession planning and development. Designs and directs processes by which team and individual performance are recognized, feedback is consistently delivered and performance is systematically improved. Minimal Qualifications:
  • Bachelor's Degree or equivalent experience
  • 15 years of related experience in B2B and B2C aftermarket sales/service and/or technical service organizations
  • Experience driving continuous improvement and digital transformation in a transactional environment
  • 10 years' experience leading direct reports plus involvement in leading large-scale business projects, strengthening teams, budgeting, and strategic planning
  • Travel as required up to 30%. Mainly domestic travel, with occasional international to Mexico and EU Preferred Qualifications:
    • Experience in a matrix style organization
    • Experience working in a manufacturing environment
    • Previous experience using SAP or equivalent ERP
    • Experience using best in class digital tools to improve service Knowledge, Skills, and Abilities:
      • Experience of supporting senior leaders across a broad range of functions and roles
      • Experience in dealing with ambiguity in a rapidly evolving environment across multiple time zones and cultures
      • Expert Level ability to deliver results while working on multiple local, regional and/or large scale global projects which may impact several business groups simultaneously, balancing resources, timing and quality of outcomes
      • Expert in team building, leadership and talent development skills
      • Self-driven, highly motivated, flexible and high capacity to learn. Physical demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Ability to travel, including international at least 30%.
        "We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."

Keywords: Generac Power Systems, Waukesha , Vice President Global Service, Executive , Waukesha, Wisconsin