Global Field Service Excellence Lead

Vertiv; Westerville (OH); On-site; USD 260,000 - 350,000; Full time

Job summary

Vertiv, headquartered in Westerville, Ohio, seeks a Global Field Service Operations leader to define a unified operating model, drive a globally distributed team of regional leaders, and ensure customer satisfaction, service margin, and technician productivity across branches and centers.

The role leads field service strategy, performance reviews, and capacity planning, with up to 25% travel. MBA or advanced degree preferred; 10+ years in service ops and multi-site leadership are essential.

Qualifications

• Bachelor’s degree in business, engineering, operations, technology, or related field required; MBA or advanced degree preferred.
• 10+ years of experience in field service, service operations or technical operations, with 5+ years leading multi-site or multi-country teams.
• Experience managing a global or multi-regional service organization, including leaders who lead other leaders.
• Experience in a medium-to-large industrial, technology, or services organization with matrixed global or regional operating structures.
• Strong understanding of service operations processes, including branch level planning, services support structure and field operations from request to closure.
• Demonstrated ability to lead cross-functional initiatives, align stakeholders, and drive execution through influence.
• Strong analytical skills with ability to translate data into actionable recommendations.
• Excellent written, verbal, and presentation skills with senior leaders and cross-functional stakeholders.
• Strong customer focus, linking process improvements to outcomes, service continuity, and business value.

Responsibilities

• Define and govern global standards for service operations, including processes, KPIs, escalation paths, documentation and reporting.
• Develop a service framework for service centers to operate with regional guidance on resource levels.
• Map branch level processes end to end, share best practices, drive adoption.
• Set the annual operating plan, capacity model and regional targets with regional leaders.
• Establish branch level service operations playbook.
• Meet SLA commitments for response time, restoration time, first-time fix, and maintenance.
• Run global performance reviews and escalation management for critical customers.
• Balance planned maintenance, emergency response and project work to align with peak periods.
• Provide guidance on headcount, skills mix and regional coverage, including employees, subcontractors and partners.
• Participate in regional career paths and retention for engineers and field leaders.
• Set up centralized or shared support for smaller service centers.
• Partner with regional leaders to drive productivity and lower field cost per hour.
• Improve utilization and gross margin, track warranty and billable work.
• Support pricing and contract design with cost-to-serve data.
• Own service-related customer satisfaction and escalation handling processes.
• Work with sales enablement on flagging service opportunities and capturing installed base before warranty expiry.
• Support renewals with visit history and risk indicators.
• Lead across time zones, cultures and employment models; present performance to executives.

Skills

Global leadership

Cross-functional leadership

Analytical skills

Communication skills

Education

Bachelor’s degree in business/engineering/ops

MBA or advanced degree preferred

Job description

Vertiv, headquartered in Westerville, Ohio, seeks a Global Field Service Operations leader to define a unified operating model, drive a globally distributed team of regional leaders, and ensure customer satisfaction, service margin, and technician productivity across branches and centers.

The role leads field service strategy, performance reviews, and capacity planning, with up to 25% travel. MBA or advanced degree preferred; 10+ years in service ops and multi-site leadership are essential.