ÞPARTMENT SUMMARY * BlueCrest Global Services is the business unit of BlueCrest that provides equipment and software support services, professional services, and aftermarket parts for BlueCrest and third-party products worldwide. We have ~1,000 technician and support professionals globally that support our on-site, on-call, and parts customers on 24 x 7 x 365 basis. POSITION SUMMARY * The VP of Field Service Operations is the senior leader primarily responsible for the management and execution of field services in support of our equipment / software maintenance, professional services, installation / retrofit, and spare parts businesses (“Services”) in their geographic division * This role has P&L management responsibility for the Services business in their division through Service pricing authority and control of direct operational expenses and costs within their division (e.g., people costs, parts usage, overtime, T&E) * This position is responsible for the direct supervision of all division Area Service Managers and their management of Onsite / Field Service Technicians (OSTs / FSTs) to ensure that all field service execution and operational activities adhere to BlueCrest defined standards, requirements, and procedures. * The VP of Field Service Operations is responsible for ensuring the delivery of outstanding service and maintaining high client satisfaction through their and their manager’s engagement with key customer accounts in order to maintain high client retention, EMA / SMA renewals, and support organic growth opportunities. * This role will work closely with other Service Leadership, Product Line Management and Sales Account Managers to continue to deliver solid Service performance as an enabling foundation to developing new opportunities for revenue. CORE POSITION RESPONSIBILITIES AND EXPECTATIONS * Achieve Annual Operating Plan (AOP) objectives for the US Service business along Revenue, Operating Expenses, Profit (EBIT), and working capital (e.g., On-hand Inventory, Accounts Receivable) objective categories * Enable the development and success of Area Service Managers’ leadership and management of their individual areas through clear objective setting, on-going feedback and coaching, partnering on decision-making, and providing appropriate tools / resources * Monitor and manage the operational efficiency and effectiveness of the Division’s field service operations through regular review and analysis of business systems and data / reporting tools and engagement with Area Service Managers and Service support functions * Monitor and manage client satisfaction of contract and non-contract Service customers through tight governance of service execution, responsiveness to client needs, communication of service value, and resolution of service issues * Support the planning and execution of Equipment installation and retrofit activities through the deployment of field service resources on projects and support of acceptance activities needed to achieve timely financial results * Assist in the resolution and ownership of Service problems and escalations through disciplined issue management, stakeholder management and communication, resource allocation, and problem / corrective action analysis. * Champion on-going efforts to identify and drive Continuous Improvement (CI) opportunities in our overall Service operating model to improve Service efficiency, business growth, organizational development and resiliency, employee satisfaction, and innovation * Develop and maintain a vibrant, flexible and innovative Service workforce through actively managed workforce planning, new employee recruitment, total rewards and recognition management, employee training and development, and performance management * Serve as a key senior leadership representative of the BlueCrest Service organization to internal and external stakeholders QUALIFICATIONS * Bachelor of Science degree or equivalent work experience required; Master’s degree preferred. * Strong field service management and operational leadership experience (with strong preference for transactional mailing) leading and growing a team, specifically around manufacturing equipment service delivery and implementation. * Strong organizational and people leadership experience managing a large and geographically dispersed technical service workforce (200+ FTEs) * Profit and Loss accountability and experience meeting short / long-term financial objectives within budget. * Change management experience in leading an organization / team through a transformation (e.g., acquisition / divestiture, ERP implementation) * Demonstrate extensive experience building client relationships and delivering effective account management to deliver growth. * Ability to influence client decision making as a trusted advisor including interacting with leaders and C suite business clients as a peer. * Project Management experience with strong evidence of bringing complex projects to completion. Highly Desirable, Strongly Preferred Qualifications * Electro-mechanical experience in mail or print technology * Management experience in print / mail operation and business * Knowledge of financial concepts, budgeting and cost control management, pricing methodologies * Awareness of Continuous Improvement methodologies (e.g., Lean Six Sigma, TPS) Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled