Service Director-Americas

  • Regions
  • Country United States
  • City Chicago
  • Type of Employment Permanent
  • Job number WTSBob.Daus25218

About the job

This role will be responsible for the overall strategy, growth, direction and management of the Service business in the Americas region. This includes the development of a Service strategy by area of the region, prioritizing and identifying growth opportunities, process and commercial standardization across the business to seek opportunity for shared best practice, leverage points for resources and optimization of revenue and profit potential. Vital to the role is further development of a customer centric service organization and execution of tactics to support the company’s strategy for 2020 and assure successful completion of the plan.
Major Tasks
  • Develop and execute a strategic plan to achieve sales and profitable growth for the Service business.
  • Work with pump sales organization in addition to the other parts of the company organizations to maximize the revenue & profit potential.
  • Develop an organization and process that supports strategic growth in service offerings.
  • Align with Global Service to leverage existing tools, processes and strategies that are used around the world.
  • Work with members of both the sales and service management teams, evaluate, recommend and implement opportunities.
  • Develop and implement a comprehensive company Authorized Service Partner program.
  • Lead service innovation efforts. Develop and implement processes for Warranty Policy for the business to leverage best practice that also fits the overall company policy for Warranty of Products.
  • Participate in large claim resolution to secure win/win solutions that protect company interests.
  • In collaboration with Group & Regional Service, establish performance metrics and targets
  • Act as a member of the Regional Service leadership team and perform projects that are assigned as part of regional priorities.
  • Follow all relevant company policies and procedures and ensure compliance with delegation of authority instruments.


  • Bachelor’s Degree in a Technical subject preferred (example: Engineering, etc.) or technical related field of study.
  • Functional experience as an After Market/Service Manager in a larger organization for at least 5 years.
  • Minimum of 3 years’ experience working in a service organization.
  • Strong mechanical and electrical acumen with knowledge of pumps is an asset.
  • Experience applying negotiation and resolution management skills
  • Has experience in auditing for ISO standards (ISO18001/14001/9001)
  • Experience working in a global environment is strongly preferred
  • Demonstrated business acumen and experience growing a business/segment.
  • High drive and goal orientation. Determined to achieve high quality results. Customer and result oriented.
  • Can create engagement and motivation across the regions and stakeholders and have an ability to connect and work in networks within a large international matrix organization.
  • Has both relationship and change management skills.
  • Strong computer Skills, including Microsoft Excel, Word and Power Point.
  • Domestic and international travel is primarily within the Americas Region. Total travel is estimated at approximately 50% annually.  Candidate must be able to maintain a valid passport and maintain a valid driver’s license.
Management Requirements:
  • Experience collaborating with various sales leaders to align growth strategies.
  • Knowledge of elements in a P&L to drive revenue and cost to serve improvements.
  • Experience directing, training and establishing a customer centric culture.
  • Participation in setting and managing forecasts/budgets in collaboration with finance.
  • Ability to promote and execute cross training of the Field Service teams to allow us to serve customers with products from other company facilities, as well as non-company products.
  • Experience executing timely and meaningful performance reviews; actively develop, train and encourage employees to grow professionally.
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