VP of Service & Field Operations

About the role

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.

Key Responsibilities

• 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.

Qualifications

• Required: 15+ years of progressive experience in field service, aftermarket operations, or customer support within an industrial equipment OEM or heavy manufacturing environment.
• Required: 5+ years in an executive leadership role (Director, Sr. Director, or VP) with direct P&L responsibility.
• Required: Demonstrated track record of launching, scaling, or transforming a service line from initial concept to commercial profitability.
• Required: Deep functional expertise in field service execution, technician network management, spare parts logistics, service pricing, and SLA architecture.
• Required: Strong financial acumen with proven experience managing P&L statements, pricing strategy, and capital allocations.
• Required: Proven track record recruiting, structuring, and leading technical field teams.
• Preferred: Experience establishing field infrastructure, such as regional service centers or mobile technician networks.
• Preferred: Hands-on experience selecting and implementing Field Service Management (FSM), CRM, or IoT/remote diagnostic software.
• Preferred: Cross-functional background spanning supply chain, field logistics, or manufacturing operations.

Perks & Benefits