Smithag Gregory
Service Leader Emea Exceptional Cx through Customer-back Strategy @INFICON
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WORK HISTORY
Service Leader Emea Exceptional Cx through Customer-back Strategy @INFICON
Cologne, DE
As Head of Service EMEA, I am accountable for the full P&L of the regional service organization, driving both operational performance and long-term strategic growth across multiple countries and markets.My leadership focus has been on transforming service from a cost center into a revenue-generating business unit. By applying Lean methodology, I have driven significant process optimization across the organization — reducing waste, increasing throughput, and building a culture of continuous improvement that is embedded in daily operations.On the commercial side, I have developed and executed a go-to-market strategy for service offerings that successfully delivered double-digit growth in Service Level Agreements, turning service contracts into a scalable and predictable revenue stream.Customer experience is at the heart of everything I do. One of my key achievements has been leading a global initiative to fundamentally redesign the RMA (Return Merchandise Authorization) process — resulting in measurable improvements in turnaround time, customer satisfaction, and cross-regional consistency.I lead a cross-country team of specialists across EMEA, working closely with Country Managers and Team Leads to develop talent, align on priorities, and execute against both regional and global service targets. As part of the EMEA management team and the Global Service Excellence Team, I bridge the gap between local execution and global strategy.
EDUCATION
MIT Sloan School of Management
Leadership in an Exponentially Changing World
EHV Fernstudium
Bachelor Professional of Business
ABOUT SMITHAG GREGORY
PASSIONATE TO CREATE A CULTURE OF SERVICE EXCELLENCE From Service Engineer to Head of Service EMEA my career has been driven by one consistent goal: turning service into a strategic differentiator. With 19 years of experience in service from hands-on technical work to regional leadership I lead an EMEA-wide Product Service organization, overseeing a cross-country team of specialists and taking full ownership of strategy, budget, quality, and people development. Being part of the regional management team means I don\'t just run operations, I help shape the direction of the business. What sets me apart is the combination of deep technical roots and a sharp commercial mindset. I\'ve built profit centers, led international service projects, and created team cultures where accountability and continuous improvement are the norm not the exception. I believe great service is never an accident. It\'s the result of clear processes, empowered people, and the courage to challenge the status quo. Beyond my corporate role, I support consulting firms and their clients in rethinking how service is structured — from service strategy and organizational design to the selection and implementation of service management software. If you\'re advising companies on their service transformation, I bring the hands-on experience to make those conversations count. In a world where AI is reshaping how service organizations operate, I\'m actively exploring how intelligent automation and AI-driven insights can elevate customer experience, boost first-time fix rates, and unlock new service business models. Open to conversations about senior service leadership roles, advisory mandates, and consulting partnerships in international, innovation-driven environments.
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