Vice President of Aftermarket Services

Vice President Of Aftermarket Services

As a part of the global industrial organization Marmon Holdingswhich is backed by Berkshire Hathawayyou'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

The Job

Though you may not know us by name, you've most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we've designed and manufactured foodservice equipment for some of the world's biggest, most recognized consumer brands. We are driven to innovate with a clear purpose in mind : revolutionize the future of foodservice.

As Vice President of Aftermarket Services, you will lead the strategy, structure, and execution of our service operations encompassing warranty and triage, third-party field service deployment, customer support, and technical training. While not a direct P&L owner, you will be fully accountable for service performance and experience outcomes. As a member of the senior leadership team, you will play a critical role in transforming how we support our customers post-sale elevating quality, responsiveness, and trust while enabling scalable service delivery across the Americas. Your leadership will help define what exceptional aftermarket service looks like at MFT and ensure it becomes a core differentiator for our brand.

What You'll Do

Own and execute the strategy for aftermarket services, including warranty support, technical triage, and field service delivery.

Oversee the performance and deployment of certified third-party Authorized Service Agencies (ASAs) and dispatch logistics.

Develop and deliver training materials in collaboration with Product and Engineering, leveraging digital and in-person formats to upskill internal and external service providers.

Establish and track service quality metrics including fix rate, response time, and resolution satisfaction.

Lead contact center operations with a focus on first-time resolution and customer satisfaction.

Collaborate closely with Sales, Product, and Engineering to ensure feedback loops and service readiness at launch.

Drive operational rigor in the deployment of service tools, systems, and scheduling models.

Promote scalable, monetized service offerings while maintaining a strong customer-first ethos.

Participate in strategic planning to elevate the service model across MFT and contribute to customer lifetime value.

Who You Are

Experienced leader in field service or technical support with exposure to industrial or foodservice equipment.

Strong understanding of aftermarket operations, third-party field force management, and service diagnostics.

Demonstrated success in transforming service delivery and launching new service models (e.g., training programs, digital tools, service packages).

Customer-centric mindset with a bias for operational discipline.

Capable of influencing across a matrixed organization and leading through change.

Skills / Experience We're Looking For

Experience managing service delivery across multi-site or third-party networks.

Strong analytical and systems background; familiarity with field service tools and CRM / ERP platforms.

Required Qualifications

10+ years in technical service or customer support roles, with at least 5+ in a senior leadership capacity.

Bachelor's degree required; MBA or technical master's preferred.

Willingness to travel across North America and internationally as required.

Benefits

We support your well-being with comprehensive and easy-to-use benefits that you'll be eligible to enroll in on your first day of employment. Here are some of the highlights :

Medical, dental, vision, and prescription drug insurance plans.

Access to a Health Advocate who is an expert in Marmon's health plan and can help you select the best health benefits for you and your family.

Tax advantaged spending accounts for health and dependent care expenses.

Wellness programs and resources including Telehealth, Mental Health, Fitness, and Family Planning.

Generous paid time off for personal use, holidays, and parental leave.

Company-sponsored life insurance.

401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your own.

Financial and retirement advising.

About Marmon Holdings

Marmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon's 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.