VP of Service & Field Operations

Job Description

Job Description

GTI is a contract manufacturing partner supporting customers in renewable energy, power generation, infrastructure, and industrial systems.

We fabricate custom designed, purpose-built enclosures and skids for our customers and perform mechanical and electrical integration in-house, delivering a true turn-key product to our customers. Our scope spans Engineering, prototype builds, through full production, requiring teams that can move fast, adapt, and execute with precision.

GTI Values: Safety I Quality I Customer Obsession I Speed I Agility

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.

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.

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.