John V.
Operation Specialist.
- Role
- Americas Service Director at Industrial Physics
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About John V.
Results-driven leader with 27+ years of experience in customer service, aftermarket…
Experience
Americas Service Director
Jun 2023 — Present · New Castle, DE, US
Dynamic and results-oriented professional overseeing the day-to-day service operations for our testing solutions. Leading a high-performing, customer-focused team, the primary focus is on driving customer excellence and implementing strategic changes globally for a consistent approach across Industrial Physics. This role is pivotal in achieving business objectives, measured by key performance indicators (KPIs), and enhancing skills and professionalism within the entire service operation.Develop and implement a growth-oriented business plan for each end market.Ensure the execution of the regional field service and depot service annual operating plan within budget.Collaborate with the Global Operations VP, European Director of Service, and Sales Director to manage regional service organizations and align with sales and marketing efforts.Develop comprehensive business plans for each service center, outlining volume, growth objectives, target accounts, and focus areas.Collaborate with Project Management for effective management of new installations.Work closely with the Sales team to optimize customer satisfaction and drive services growth.Develop support contracts tailored to the specific needs of end markets.Ensure consistently high-quality service delivery based on KPIs (e.g, response time, system uptime, problem resolution time, installation time, PM on-time completion, customer satisfaction).Track and manage operating P&L with monthly reporting.Ensure timely billing for all contracts and executed service work.Lead a team of direct reports, including Service Managers, Service Coordinators, and Field Service Technicians.Participate in recruiting and onboarding processes to support the organization’s rapid growth.Manage multiple repair centers, ensuring a high output of revenue for the Service department.Travel globally up to 80% to oversee and coordinate operations on an international scale.
Education
High Tech Instutitue
Computer Electronics Technology Business Administration
DeVry Institute of Technology
Technical Business BA, Business Administration and Management, General
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