Vice President of Field Service & Quality Operations

Vice President of Field Service & Quality Operations

DISHER is currently partnering with a global, West Michigan company on their need for a Vice President of Field Service & Quality Operations to unify and elevate its Field Service and Quality Operations functions across all U.S. business units. In this leadership role, you will be responsible for designing, building, and leading a Quality Operating System from the ground up, while providing strategic oversight of all post-sale customer service activities including, equipment installation, warranty resolution, technical support, spare parts, and customer care.  

This is a transformational leadership role. The ideal candidate is a systems thinker and a builder who thrives in ambiguity, earns influence across a global, matrixed organization, and is energized by the opportunity to build a function from the ground up. 

What you will get to do:

• Design, implement, and continuously improve a Quality Operating System (QOS) establishing frameworks, standards, and performance rhythms that drive consistent, measurable outcomes.
• Define and operationalize key performance indicators (KPIs), service-level standards, and quality metrics across field service, spare parts, after-sales, and customer care.
• Lead a culture of continuous improvement embedding structured problem-solving, root cause analysis, and corrective action processes into daily team operations.
• Partner with global leadership in Germany and sister companies to align organization quality standards with corporate expectations and best practices.
• Provide strategic leadership across all field service and after-sales functions, including equipment staging, installation, startup support, and warranty resolution.
• Set clear performance expectations, develop and coach direct reports, and build a high-accountability team culture focused on customer outcomes and operational efficiency.
• Manage the annual department budget; evaluate and authorize expenditures for third-party contractors, field operations, and service programs.
• Serve as the senior escalation point for complex customer situations. Partner with the President and CFO to evaluate liability and risk on larger or more complex projects. Support insurance procurement and monthly reserve estimation processes.
• Oversee the service help desk and all programs necessary for effective, responsive customer support.
• Manage the spare parts program in close coordination with Business Units and logistics.
• Lead the transformation of the Customer Service function from a reactive model to a proactive, data-driven strategic operation.
• Create and implement robust reporting tools for internal leadership use and external customer communication.