Vice President of Customer Support

LHH; Marquette (MI); Vor Ort; USD 180.000 - 280.000; Vollzeit

Zusammenfassung

LHH is seeking an experienced Vice President of Customer Support to lead a global customer support and service organization within a growing manufacturing environment. This executive will shape a long-term strategy focused on strengthening service operations, developing talent, and driving aftermarket and recurring revenue growth.

You will build and guide regional teams, partner with Sales, Operations, and Engineering, and establish standards and metrics.

Qualifikationen

• Bachelor’s degree in Business, Engineering, Operations or related discipline.
• 10+ years in customer support, service, aftermarket, or related ops.
• 5+ years in senior leadership with global or multi-region responsibility.
• Experience in manufacturing or technical product environments.
• Proven success growing service or aftermarket organizations and revenue streams.
• Direct experience with parts sales to customers and dealer networks.

Aufgaben

• Develop and execute a 3–5 year global customer support and service strategy.
• Lead and develop support teams across multiple global regions.
• Identify opportunities to grow service divisions and recurring revenue.
• Drive improvements in customer satisfaction, retention, and service quality.
• Develop strategies supporting direct parts and service sales through customers and dealer networks.
• Establish consistent service standards, processes, and performance metrics.
• Manage budgeting, workforce planning, and resource allocation.
• Partner with Sales, Operations, Engineering to support growth and improve customer experience.
• Build leadership talent and a culture of accountability.
• Evaluate customer and market trends to identify growth opportunities.
• Maintain focus on long-term priorities while separating strategy from day-to-day demands.

Kenntnisse

Global leadership

Strategic planning

Customer support excellence

Revenue growth

Budget management

Cross-functional collaboration

Talent development

Ausbildung

Bachelor's degree in Business/Engineering/Operations

Jobbeschreibung

We are seeking an experienced Vice President of Customer Support to lead a global customer support and service organization within a growing manufacturing environment. This executive will develop and execute a long-term customer strategy focused on strengthening service operations, developing talent, improving the customer experience, and driving profitable aftermarket and recurring revenue growth.

Key Responsibilities

• Develop and execute a clear 3–5 year global customer support and service strategy.
• Lead and develop customer support and service teams across multiple global regions.
• Identify strategic opportunities to grow service divisions, aftermarket revenue, parts sales, and recurring revenue.
• Drive improvements in customer satisfaction, retention, responsiveness, and service quality.
• Develop strategies supporting direct parts and service sales through customers and dealer networks.
• Establish consistent service standards, processes, and performance metrics across the organization.
• Manage departmental budgeting, workforce planning, and resource allocation.
• Partner with Sales, Operations, Engineering, and other functions to support commercial growth and improve the overall customer experience.
• Build and develop strong leadership talent while creating a culture of accountability and customer focus.
• Evaluate customer and market trends to identify new growth opportunities and strategic initiatives.
• Maintain focus on long-term strategic priorities while effectively separating strategy from day-to-day tactical demands.

Qualifications

• Bachelor’s degree in Business, Engineering, Operations, or a related discipline preferred.
• 10+ years of progressive experience in customer support, service, aftermarket, or related operations.
• 5+ years of senior leadership experience with global or multi-region responsibility.
• Experience within manufacturing, industrial equipment, machinery, or another technical product environment strongly preferred.
• Demonstrated success growing service or aftermarket organizations and revenue streams.
• Direct experience with parts sales to customers and/or dealer networks.
• Strong commercial growth mindset with the ability to connect customer support initiatives to revenue and profitability.
• Proven ability to build and execute long-term strategic initiatives and 3–5 year customer strategies.
• Experience developing leaders and building high-performing teams.
• Strong financial acumen with experience managing departmental budgets.
• Strong technical or mechanical understanding preferred.
• Ability to travel domestically and internationally as needed.