VICE PRESIDENT OF SERVICE

About the role

The Vice President of Service at Frazer is responsible for leading post-production service operations and ensuring exceptional customer experience for all Frazer Emergency Medical Vehicles (EMS) units. Reporting to the President, this role provides strategic direction for Repairs, Warranty, Parts Sales, and Customer Support functions.

Responsibilities

• Leads the Service organization to deliver exceptional lifecycle support and customer satisfaction for all Frazer EMS units.
• Develops, implements, and continuously improves Service operational processes to reduce customer downtime, improve responsiveness, optimize staffing, and increase operational efficiency.
• Establishes operational performance standards and manages Service activities through KPI-driven systems focused on quality, turnaround time, productivity, parts availability, and customer experience.
• Builds, develops, and leads high-performing Service leadership teams through coaching, accountability, performance management, succession planning, and talent development initiatives.
• Collaborates cross-functionally with Manufacturing, Engineering, Sales, Supply Chain, and Quality teams to resolve issues, improve serviceability, and support company operational objectives.
• Contributes to company-wide strategic planning, operational execution, and financial performance initiatives.
• Facilitates Service leadership meetings to review operational performance, customer support metrics, staffing needs, and strategic priorities.
• Establishes clear goals and performance expectations for direct reports and ensures accountability through regular communication, feedback, and performance evaluations.
• Promotes and maintains a safe, productive, and values-driven work environment aligned with Frazer Core Values, company policies, and safety programs.
• Supports strategic planning initiatives by contributing operational insights, departmental priorities, performance metrics, and resource planning recommendations.
• Prepares operational updates, business performance reports, and departmental metrics for executive leadership and Board-level review as needed.

Required Experience

• 5 years minimum experience in management roles.
• 5 years minimum experience in the service industry.

Preferred Experience

• Masters of Business Administration Degree.
• Experience with the Traction EOS management framework.
• Involvement with Vistage International.
• 10+ years in manufacturing leadership roles.
• Experience with Lean Manufacturing and/or Six Sigma quality programs.

Salary Range

$174,000.00 - $210,000.00 annually depending on education, certifications, and experience.

Work Schedule

Monday - Friday 7:00 AM - 3:30 PM. Occasional evening/weekend work may be needed. Work schedules may change to accommodate production needs.