Head of Service

This leadership role is responsible for the end-to-end post-sale experience for a technical product organization operating across multiple markets. The position oversees customer support, troubleshooting, repair activity, training coordination, demo and loaner asset management, warranty handling, and the development of technical resources. The goal is to deliver responsive, consistent service while building the structure needed for continued growth. The successful candidate will lead service operations and work closely with teams across quality, engineering, production, sales, and training to turn customer issues into practical improvements. This includes creating clear processes, setting expectations, and strengthening communication from initial contact through resolution. A strong focus will be placed on service culture, team accountability, and operational discipline. Key priorities include improving ticket handling, reducing delays, managing repair flow, and keeping queues visible and under control. The role also involves building dashboards and routines that help the team track performance and spot bottlenecks early. In addition, the leader will oversee staffing, development, and succession planning within the service function. The ideal candidate has experience leading a technical support or service organization, ideally in a setting with complex products, a broad product range, and international customer needs. The role is based on-site, with occasional travel to support service operations in other regions.