This Position reports to:
VP Americas Customer Services
Your role and responsibilities In this role, you will have the opportunity to implement the service strategy and drive service growth at the respective unit level. Each day, you will lead the Service organization and be responsible for the P&L to achieve performance targets and to optimize the utilization of Service resources. You will also showcase your expertise by running the day-to-day service business to ensure profitable growth and improvement of service productivity.
Key ResponsibilitiesService Strategy & Business Performance- Lead and execute service strategy aligned with business objectives and growth targets
- Own full P&L responsibility, ensuring revenue growth and profitability
- Drive customer satisfaction improvements, including Transactional NPS and related customer metrics
- Support sustainable service growth through operational execution and customer-focused initiatives
Operational Excellence- Ensure high standards of operational efficiency, including on-time delivery (OTD), lead times, and service responsiveness
- Drive continuous improvement initiatives across processes and systems
- Monitor and improve key performance indicators such as RMA turnaround time and spare parts availability
Leadership & Team Development- Lead, coach, and develop a team of 10+ employees, fostering a collaborative, service-oriented culture
- Build organizational capability and succession by developing talent at all levels
- Promote high engagement and accountability, ensuring alignment to business goals
- Influence stakeholders across functions and levels to achieve shared objectives
Customer Experience- Champion a customer-first mindset across the organization
- Enhance service delivery to improve customer satisfaction and loyalty
- Act as a key escalation point for critical customer issues
Health, Safety & Integrity- Embed and promote a strong HSE (Health, Safety & Environment) culture
- Ensure compliance with safety standards and integrity guidelines
- Monitor HSE performance metrics (e.g., Safety Observation Tours, hazard reporting, incident rates)
Requirements- Bachelor's degree required
- Minimum 12+ years of professional experience
- Proven background in Customer Service, Operations, and/or Business Development/Sales management within a B2B technical environment
- Demonstrated experience managing teams of at least 10 people
- Leadership style: collaborative, service-oriented, and results-driven
- Proven ability to lead in complex environments and influence diverse stakeholders (direct, indirect, peers)
- Experience working with technical products across multiple industries
- Fluent in English and French. French is required. English is also required to communicate with customers outside Quebec on a regular basis.
