Job Description

Position Overview

The Vice President of Service is responsible for leading and overseeing all post-sale service operations for the company’s commercial vehicle products. This executive ensures superior customer satisfaction through strategic direction, operational excellence, and innovation in service delivery, technical support, and aftermarket programs. The role encompasses leadership of service centers, field service teams, warranty administration, parts support, and training initiatives to maximize vehicle uptime, reliability, and customer trust.

Leadership & Strategy

• Develop and implement a comprehensive service strategy aligned with company goals, ensuring the highest standards of customer satisfaction and operational efficiency.
• Build, mentor, and lead a high-performing service organization encompassing field technicians, service managers, warranty, training, and technical support staff.
• Partner with engineering, manufacturing, and sales leadership to ensure customer feedback drives continuous product improvement.
• Define and monitor key performance indicators (KPIs) related to service response, quality, uptime, and customer experience.

Customer Support & Satisfaction

• Oversee the delivery of exceptional service to fleet customers, including cities, airports, and transit authorities.
• Ensure timely resolution of technical issues and effective communication with customers and OEM partners.
• Develop proactive service programs, including preventative maintenance plans, training, and diagnostics support.
• Act as the executive sponsor for major customer accounts, ensuring alignment with long-term service contracts and SLAs.

Operations & Performance

• Lead all aspects of field and depot service operations, including warranty and parts management.
• Drive efficiency and profitability in service operations through process optimization, technology integration, and data analytics.
• Oversee the development of digital service tools, telematics, and remote diagnostics to improve vehicle performance monitoring.
• Manage service budgets, P&L, staffing, and capital investments.

Aftermarket & Business Development

• Develop and expand aftermarket revenue streams including parts sales, service contracts, training programs, and refurbishments.
• Identify and pursue strategic partnerships and service opportunities with transit agencies and fleet operators.
• Support new product launches and ensure seamless transition from production to field service.

Compliance & Safety

• Ensure compliance with all federal, state, and local regulations related to vehicle service and maintenance.
• Champion a culture of safety across all service operations.

Education & Experience

• Bachelor’s degree in Engineering, Business Administration, or related field required; MBA preferred.
• Minimum of 10–15 years of progressive experience in service management within the heavy vehicle or equipment manufacturing industry.
• Proven experience managing nationwide or multi-site service operations.
• Strong technical knowledge of commercial vehicles, propulsion systems (diesel, hybrid, or electric), and fleet maintenance.

Skills & Competencies

• Exceptional leadership and team development skills.
• Strategic thinker with strong operational and financial acumen.
• Excellent communication and relationship-building abilities.
• Demonstrated success in implementing service technology solutions (e.g., telematics, CRM, field service management).
• Customer-focused mindset with a commitment to quality and reliability.

Performance Metrics

• Customer satisfaction and Net Promoter Score (NPS).
• Vehicle uptime and service turnaround time.
• Warranty cost reduction and parts revenue growth.
• Service team efficiency and retention.
• Profitability of service operations.

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