VP, Americas Service & Customer Excellence

Smiths Group; Maryland; On-site; USD 132,000 - 237,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off

Job summary

Smiths Detection, part of Smiths Group, seeks a seasoned executive to lead Americas Service operations from Maryland. The role drives service delivery, customer success, and profitable growth across field service, training, and depot operations.

Responsibilities include setting service strategy, managing global partnerships, and guiding performance reviews while engaging with government and commercial customers. Travel up to 50–60% is required.

Qualifications

• Bachelor's degree in business or relevant discipline.
• Minimum 10 years of experience in Field Service Management.
• Executive leadership of organizations exceeding 200 employees.
• Experience in aerospace, defence, security technology, or industrial equipment.

Responsibilities

• Developing and implementing goals, objectives, policies, and procedures to ensure safe and compliant execution of contractual service delivery.
• Participating in customer performance reviews and preparing communication related to quality-of-service delivery.
• Conducting regular site visits to assess customer and resident staff climate.
• Maintaining and fostering customer relationships through frequent communication with key stakeholders.
• Managing repair depot sites and call centers to provide first-line support for customers.
• Planning and developing the Americas Service strategy to ensure growth and alignment with global objectives.
• Executing field activities to achieve target Attach Rates, Warranty Conversions, and Contract Renewals.
• Leading Field Service training resources for the Americas.

Skills

Leadership

Strategic planning

Lean Six Sigma

Customer relationship management

Change management

Education

Bachelor's degree in business or relevant discipline

Job description

Smiths Detection, part of Smiths Group, seeks a seasoned executive to lead Americas Service operations from Maryland. The role drives service delivery, customer success, and profitable growth across field service, training, and depot operations.

Responsibilities include setting service strategy, managing global partnerships, and guiding performance reviews while engaging with government and commercial customers. Travel up to 50–60% is required.