Vice President of Field Service & Quality Operations

Job description

### **Vice President of Field Service & Quality Operations** DISHER is currently partnering with a global, West Michigan company on their need for a Vice President of Field Service & Quality Operations to unify and elevate its Field Service and Quality Operations functions across all U.S. business units. In this leadership role, you will be responsible for designing, building, and leading a Quality Operating System from the ground up, while providing strategic oversight of all post-sale customer service activities including, equipment installation, warranty resolution, technical support, spare parts, and customer care. This is a transformational leadership role. The ideal candidate is a systems thinker and a builder who thrives in ambiguity, earns influence across a global, matrixed organization, and is energized by the opportunity to build a function from the ground up. ### What you will get to do: - Design, implement, and continuously improve a Quality Operating System (QOS) establishing frameworks, standards, and performance rhythms that drive consistent, measurable outcomes. - Define and operationalize key performance indicators (KPIs), service-level standards, and quality metrics across field service, spare parts, after-sales, and customer care. - Lead a culture of continuous improvement embedding structured problem-solving, root cause analysis, and corrective action processes into daily team operations. - Partner with global leadership in Germany and sister companies to align organization quality standards with corporate expectations and best practices. - Provide strategic leadership across all field service and after-sales functions, including equipment staging, installation, startup support, and warranty resolution. - Set clear performance expectations, develop and coach direct reports, and build a high-accountability team culture focused on customer outcomes and operational efficiency. - Manage the annual department budget; evaluate and authorize expenditures for third-party contractors, field operations, and service programs. - Serve as the senior escalation point for complex customer situations. Partner with the President and CFO to evaluate liability and risk on larger or more complex projects. Support insurance procurement and monthly reserve estimation processes. - Oversee the service help desk and all programs necessary for effective, responsive customer support. - Manage the spare parts program in close coordination with Business Units and logistics. - Lead the transformation of the Customer Service function from a reactive model to a proactive, data-driven strategic operation. - Create and implement robust reporting tools for internal leadership use and external customer communication. - Collaborate cross-functionally with Sales, Engineering, Logistics, Finance, and global BU leaders to address product issues, drive design improvements, and influence the full customer experience. - Find, contract with, and manage third-party service providers for equipment installation and other field services. Coordinate closely with Prism and other internal stakeholders on turnkey and semi-turnkey projects. - Recruit, hire, develop, and retain a team of high-performing managers and specialists across field service and quality functions, including performance reviews, goal setting, and travel expense oversight. - Design and deliver training programs for internal teams, third-party contractors, and customers on system installation, operation, safety, and biosecurity. - Other projects and duties as assigned. - Travel up to 25% as required in the USA, Canada, and Germany. ### What will make you successful: - A college degree in engineering, project management, business, or a related field is required. Other degrees considered if paired with relevant experience. A graduate degree is a plus. - Minimum 10 years of experience in related industries with minimum 5 years leading and supervising multi-functional teams. - Demonstrated ability to design and implement a Quality Operating System or continuous improvement framework (e.g., Lean, ISO, Six Sigma) in an operational environment. - Proven track record managing complex, cross-functional technical operations with accountability for timeline, budget, and customer outcomes. - Strong business acumen — able to translate field data and operational insights into strategic recommendations for senior leadership. - Ability to lead through influence in a matrixed, global organization, including effective collaboration with international counterparts. - Demonstrated track record of building new systems, processes, or functions — not just sustaining existing ones. - Strong project management skills and superior people and general management skills. - Strong computer, CRM (e.g., Salesforce), ERP, and communication skills. Ability to interact effectively across different cultures. - Strong organizational skills and a results-driven approach to problem-solving and customer service. - Must have the current and continuing right to work in the United States of America without restrictions or expirations.