Vice President of Product Support

Vice President of Product Support at Confidential Careers Vice President of Product Support at Confidential Careers in Charlotte, North Carolina Posted in 1 day ago.

Type:

full-time

Job Description:

A growing industrial equipment and machinery organization is seeking a Vice President of Product Support to lead and transform its post-sale operations across North America. This is not a maintenance role. It is a build-and-scale leadership opportunity. The company has established a strong operational and market foundation with a broad product portfolio, expanding customer base and operational footprint. However, its product support function, including service, parts, customer support, and lifecycle programs, is at a pivotal stage. The pieces are in place, but the structure, alignment, and forward-looking strategy needed to fully capitalize on this part of the business are still evolving. This role is designed for a leader who can bring those pieces together. You will take ownership of a complex, multi-function organization and transform it into a proactive, performance-driven product support or aftermarket engine that enhances customer experience, strengthens channel relationships, and drives meaningful recurring revenue. You'll work closely with executive leadership and collaborate across global teams, requiring the ability to operate effectively within an international business environment. If you are someone who thrives in environments where you can build structure, create clarity, and make a visible impact, this is a career-defining opportunity. In this role, you will: Provide executive leadership across service operations, customer care, technical support, warranty, parts, and lifecycle programs Build structure and alignment across functions that are currently operating with limited integration Establish clear KPIs, performance metrics, and operating rhythms to drive accountability and visibility Improve service delivery, response times, and overall customer experience Optimize parts operations, including availability, inventory strategy, and fulfillment performance Partner closely with sales and commercial leadership to strengthen customer retention and lifecycle value Enhance channel engagement through improved support models and service alignment Implement systems, processes, and reporting frameworks that enable scalable growth Develop and strengthen leadership within the organization, addressing talent gaps where needed Act as a key partner to executive leadership, helping reduce operational complexity and elevate decision-making Lead the transition from a reactive service model to a more proactive, strategic product support function Ideal candidates will have: Executive-level experience leading product support, service, or post-sale operations within industrial equipment, heavy machinery, or OEM environments Strong background in dealer-supported or channel-driven service models Proven success in improving service operations, parts performance, and customer experience Experience building or scaling product support functions, including implementing KPIs, processes, and accountability structures Deep understanding of field service operations, parts distribution, warranty, and lifecycle management Ability to drive revenue growth through service, parts, and recurring business models Experience working within international business environments Strong leadership presence with the ability to influence both executive stakeholders and field teams Hands-on approach with the ability to assess quickly and implement change Comfort operating in an evolving organization undergoing operational transformation Charlotte, North Carolina This role is based in the Greater Charlotte, North Carolina area, one of the fastest-growing business hubs in the U.S.