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
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