VP of Service & Field Operations

Role Overview: GTI Fabrication is launching a new Service & Field Operations business unit to deliver on-site installation, aftermarket maintenance, repair, and technical field support across our equipment product lines. The Vice President of Service & Field Operations will own the strategy, go-to-market execution, organizational scale, operational infrastructure, and full P&L accountability for this business unit. This is a "0-to-1" startup leadership role within an established and rapidly growing manufacturer. Partnering closely with executive leadership, the VP will transform service delivery into a high-margin, scalable growth engine and a core competitive differentiator for GTI.

Business Strategy, Go-To-Market & P&L Ownership: Strategy & GTM Execution: Define market demand, customer segmentation, and competitive positioning across GTI’s manufacturing portfolio; establish target verticals, service tiers, pricing models, and service level agreements (SLAs).P&L & Commercial Integration: Build and manage the service P&L to achieve revenue growth, gross margin expansion, and profitability targets; partner with Business Development to integrate service packages, warranties, and SLAs into new equipment contracts. Capability Roadmap: Determine in-house vs. third-party partner network capabilities and drive multi-year geographic and service footprint expansion.

Field Operations & Infrastructure: Operating Model: Build the operational delivery model from scratch, including field service playbooks, dispatch systems, work order management, fleet logistics, tooling, and parts inventory. Quality & Safety Governance: Establish site access protocols, risk liability protections, customer sign-off procedures, and strict field safety and quality standards. Facilities & Logistics: Implement required support infrastructure, including regional service centers, mobile units, and support equipment.

Team Building & Organizational Leadership: Talent Strategy: Partner with HR/TA to recruit, onboard, and structure a high-performing field organization, directly hiring service sales managers, operations coordinators, and frontline technicians. Training & Development: Create technical training curricula covering product diagnostics, safety protocols, and customer service to support career progression and technical competency. Culture & Performance: Drive a customer-centric, safety-first culture centered on rapid response times, first-call resolution, and operational excellence.

Technology, Analytics & Feedback Loops: Systems Integration: Select and deploy Field Service Management (FSM), CRM, mobile delivery, and remote diagnostic platforms, integrating them with GTI’s ERP and finance systems. Cross-Functional Feedback: Establish closed-loop reporting systems to route field installation issues, quality trends, and customer insights back to Engineering and Operations for product improvement. KPI Management: Define and track key performance indicators, including CSAT/NPS, SLA compliance, commissioning quality, first-time fix rate, and customer lifetime value.

Key Success Measures: Successful startup and launch of the service business unit within 6–12 months, achieving early customer acquisition and revenue realization. Attainment of defined service revenue and gross margin targets, establishing a clear path to P&L profitability within 24 months. Establishment of a scalable field operating model, robust system integrations, and a high-performing technical field team. High customer retention, SLA compliance, and strong CSAT/NPS benchmark scores.

Qualifications: Required 15+ years of progressive experience in field service, aftermarket operations, or customer support within an industrial equipment OEM or heavy manufacturing environment.5+ years in an executive leadership role (Director, Sr. Director, or VP) with direct P&L responsibility. Demonstrated track record of launching, scaling, or transforming a service line from initial concept to commercial profitability. Deep functional expertise in field service execution, technician network management, spare parts logistics, service pricing, and SLA architecture. Strong financial acumen with proven experience managing P&L statements, pricing strategy, and capital allocations. Proven track record recruiting, structuring, and leading technical field teams.

Preferred: Experience establishing field infrastructure, such as regional service centers or mobile technician networks.