Vice President of Product Support

A growing industrial equipment and machinery organization is seeking a

Vice President of Product Support

to lead and transform its post-sale operations across North America.

If you want to know about the requirements for this role, read on for all the relevant information.

This is not a maintenance role. It is a build-and-scale leadership opportunity.

The company has established a strong operational and market foundation with a broad product portfolio, expanding customer base and operational footprint. However, its product support function, including service, parts, customer support, and lifecycle programs, is at a pivotal stage. The pieces are in place, but the structure, alignment, and forward-looking strategy needed to fully capitalize on this part of the business are still evolving.

This role is designed for a leader who can bring those pieces together.

You will take ownership of a complex, multi-function organization and transform it into a proactive, performance-driven product support or aftermarket engine that enhances customer experience, strengthens channel relationships, and drives meaningful recurring revenue.

You’ll work closely with executive leadership and collaborate across global teams, requiring the ability to operate effectively within an international business environment.

If you are someone who thrives in environments where you can build structure, create clarity, and make a visible impact, this is a career-defining opportunity.

In this role, you will:
Provide executive leadership across service operations, customer care, technical support, warranty, parts, and lifecycle programs
Build structure and alignment across functions that are currently operating with limited integration
Establish clear KPIs, performance metrics, and operating rhythms to drive accountability and visibility
Improve service delivery, response times, and overall customer experience
Optimize parts operations, including availability, inventory strategy, and fulfillment performance
Partner closely with sales and commercial leadership to strengthen customer retention and lifecycle value
Enhance channel engagement through improved support models and service alignment
Implement systems, processes, and reporting frameworks that enable scalable growth
Develop and strengthen leadership within the organization, addressing talent gaps where needed
Act as a key partner to executive leadership, helping reduce operational complexity and elevate decision-making
Lead the transition from a reactive service model to a more proactive, strategic product support function

Ideal candidates will have:
Executive-level experience leading product support, service, or post-sale operations within industrial equipment, heavy machinery, or OEM environments
Strong background in dealer-supported or channel-driven xsgimln service models
Proven success in improving service operations, parts performance, and customer experience
Experience building or scaling product support functions, including implementing KPIs, processes, and accountability structures
Deep understanding of field service operations, parts distribution, warranty, and lifecycle management
Ability to drive revenue growth through service, parts, and recurring business models
Experience working within international business environments
Strong leadership presence with the ability to influence both executive stakeholders and field teams
Hands-on approach with the ability to assess quickly and implement change
Comfort operating in an evolving organization undergoing operational transformation

Charlotte, North Carolina
This role is based in the Greater Charlotte, North Carolina area, one of the fastest-growing business hubs in the U.S.