Operations Manager - VTS

About The Role

You will lead Leybold North America’s service operations across four core pillars: Field Service, Workshop/In-House Service, Service Administration & Back Office, and Operational Excellence, with temporary oversight of Technical Support during a transition period. You will lead with data, build clear business cases for structural or headcount changes, and create an operating model where efficiency, customer satisfaction, and financial accuracy reinforce one another. You will inherit a real operation with real challenges—and the authority to fix them.

Responsibilities

• Field Service Operations
  • Establish structured scheduling, dispatch, and planning processes
  • Define and track KPIs including response time, utilization, first-time fix rate, and customer satisfaction
  • Optimize resources across geographies and equipment ranges
  • Ensure accurate service reporting and timely invoicing
• Workshop & In-House Service
  • Oversee workflow, capacity planning, and job scheduling
  • Standardize repair and overhaul processes
  • Consistently meet and track turnaround time targets
  • Improve utilization and reduce non-billable time
• Service Administration & Back Office
  • Eliminate end-of-month invoicing issues through disciplined processes
  • Improve billing accuracy and month-end close efficiency
  • Establish clear SOPs, ownership, and performance metrics
  • Partner with Finance on forecasting, revenue recognition, and service contracts
• Operational Excellence
  • Lead cross-functional process improvement initiatives
  • Develop ROI-driven business cases for localization, tooling, and headcount investments
  • Standardize operational reporting and performance measurement
  • Champion digital tools to improve visibility and execution
• Technical Support (Temporary Scope)
  • Provide leadership continuity during organizational transition
  • Support the development of a standalone Technical Support structure
  • Ensure uninterrupted service to customers

What Success Looks Like

• First 60–90 Days
  • Deliver a comprehensive operational assessment and prioritized action plan
  • Establish baseline KPIs across all functions
  • Identify the top 3–5 drivers of operational and financial inefficiency
  • Present a 12-month transformation roadmap to leadership
• Ongoing
  • Month-over-month KPI improvement across all service operations
  • Reduced reactive incidents, late invoicing, and operational inconsistency
  • Clear, data-driven investment and staffing decisions
  • Improved customer satisfaction through consistent execution
  • A culture built on planning, process, and accountability—not urgency

Requirements

• 7+ years in operations management, service operations, or a related field
• Demonstrated experience transforming reactive operations into structured, process-driven environments
• Track record of building and driving KPI frameworks with tangible business outcomes
• Experience managing multi-site or geographically distributed service teams
• Strong financial acumen — comfortable with P&L impact, ROI analysis, and business case development
• Background in industrial equipment, vacuum technology, or technical service is a strong advantage

Leadership & Character

• You are a builder, not just a manager — you see broken systems and want to fix them
• You lead with data but communicate with clarity and conviction
• You hold teams accountable without demoralizing them
• You can build trust quickly in a complex, cross-functional environment
• You are honest about what you don't know and ask for help when you need it
• You are comfortable presenting business cases to senior leadership and defending your assumptions

Benefits

• Individualized development pathways, global career opportunities, and advanced technical training via our internal academy
• Rigorous workplace safety standards to ensure a secure and supportive environment
• Competitive and comprehensive total rewards package, including:
  • Medical, dental, and vision coverage
  • Paid vacation, sick time, and holidays
  • 401(k)
  • Parental leave
  • Short- and long-term disability
  • Relocation assistance, where applicable

Pay

Salary is location-dependent and based on experience, qualifications, and market considerations.

Schedule

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our location in Export, PA, United States (US).

About Leybold

Leybold employs people on four continents. Many of them have a scientific or technical focus. Their knowledge, creativity, and experience are essential for our success. The demands of the high-tech industry and the cultural diversity in our globally active company also contribute to an attractive and stimulating working environment at Leybold. Technical knowledge is important to us, as are personal soft skills and the willingness to work in international project teams. Leybold is part of the Vacuum Technique Business area of the Atlas Copco Group. The Group's sustainable approach also determines our visions and values. A wide range of training and further education programs are available to enhance technical know-how and systematically expand skills.