Executive Vice President (EVP), Global Service

PURPOSE

The Executive Vice President (EVP) of Global Service will lead the development and execution of Rite-Hite's global service strategy, ensuring operational excellence, customer loyalty, and sustainable revenue growth. This person will embed a customer-centric, continuous improvement culture, oversee the transformation of service delivery by integrating new technologies and elevate workforce capability.

This position is a key member of the Distribution Leadership Team and partners across functions to advance innovation, workforce development, and profitability. The EVP will ensure the service function is a strategic differentiator across all geographies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Strategic Service Leadership

• Develop and lead a global service strategy focused on safety, operational excellence, customer satisfaction, and connected service capabilities.
• Drive the integration and expansion of service innovation, including technology-based solutions and predictive maintenance models.
• Establish and enforce global standards for service delivery, productivity, and response times.
• Leverage data-driven insights to refine go-to-market strategies, and optimize customer experience..

Operational Transformation & Efficiency

• Benchmark best practices in service interactions with customers, workforce planning and organizational models to create scalable service structures that best serve our customers.
• Ensure consistent implementation of best practices across service.
• Benchmark best practices in workforce planning, dispatching, technician retention, and field execution.
• Implement operational improvements and best-in-class service processes to enhance quality and reduce cost-to-serve.
• Lead service-related digital transformation initiatives including IoT-enabled platforms and customer portals.

Customer Experience & Retention

• Drive a culture of customer obsession and responsiveness within all service operations.
• Elevate service as a revenue and loyalty engine through robust preventive programs, training, and product lifecycle solutions.
• Establish strong VOC (voice of customer) channels to inform process, product and service innovation.

Collaboration across Distribution Leadership

• Work collaboratively with the Distribution leadership team to design and implement integrated go-to-market approaches that align sales delivery with service readiness and execution.
• Share insights and performance data via joint feedback channels to inform shared customer strategies, innovation priorities, and continuous improvement initiatives.
• Establish and maintain joint KPIs with the Sales function to drive aligned outcomes around customer retention, product lifecycle, and solution delivery.
• Align on customer retention strategies that connect service performance with proactive sales engagement.

Performance Management, Talent and Capability Building

• Lead and mentor a global team of service leaders and front-line technicians, fostering a results-driven, accountable, and customer-focused culture.
• Partner with HR to launch/improve development programs, technical certifications, and career progression pathways for service employees.
• Champion leadership development, succession planning, and training initiatives tailored to the evolving needs of global markets.
• Promote safety, technical mastery, and continuous learning across the organization.
• In partnership with the President and Distribution Leadership Team, identify, develop, and prepare emerging leaders across the Service functions to build a unified, future-ready talent pipeline.
• Contribute to cross-functional talent reviews and succession planning processes to ensure continuity in critical roles and enhance enterprise-wide leadership bench strength.

Financial and Risk Management

• Own global service performance including forecasting, budget planning, budgeting, performance metrics, cost optimization & ROI analysis. Optimize these areas to enable broader Rite-Hite capabilities.
• Monitor market performance and adapt strategies to capitalize on trends, mitigate risk, and ensure service objectives are met or exceeded.
• Identify and mitigate operational, safety, and financial risks in service operations.
• Track and analyze key service KPIs to ensure performance against corporate goals.

PRINCIPAL ACCOUNTABILITIES

• Embed safety as a core cultural component that reinforces our value of "we value and respect each individual employee as our primary asset."
• Drive first time fix for Rite-Hite service customers, and engage and develop the Service team to be the best in the industry.
• Delivery of high-quality, consistent service globally with high customer retention.
• Implementation of connected service technology platforms and digital tools.
• Achievement of service profitability, productivity, and technician engagement targets.
• Development of a high-performance service organization globally and a future-ready leadership pipeline.

SUPERVISORY RESPONSIBILITIES

• Directly supervise regional and functional service leaders.
• Provide leadership, feedback, and coaching across a matrixed global team.
• Conduct leadership coaching, performance management, and succession planning.

REQUIRED COMPETENCIES

• Strategic thinker, that can leverage hands on experience with strong operational depth and execution capabilities.
• Deep experience in service leadership, innovation, field operations, and customer success. Understands the market trends, including technology and AI impact and opportunity.
• High leadership presence.
• Ability to influence, lead change, and drive results through complex global structures.
• Proven ability to deliver service as a growth and retention driver.
• Strong commercial and financial acumen with ability to drive measurable business outcomes.
• High-level decision-making and prioritization in complex, global environments.
• Exceptional influencing, collaboration, and communication skills.
• Decision making, can drive to decisions at all levels, appropriately managing the most critical decisions while delegating to others.
• Performance Management, deployment of goals to team, holding accountable and delivering ongoing feedback for success.
• Able to communicate effectively with various partners up, down and across.
• Strong collaborator / influencer of direct and indirect teammates.
• Problem Solving/Analysis: can look systemically at an issue or problem and determine root cause and determine appropriate action to take on a timely basis.
• Collaborative leader who knows when to pull in others and partner to get work done and produce results.

EDUCATION AND EXPERIENCE

• Bachelor's degree required; MBA or related graduate degree preferred.
• Minimum of ten years of senior leadership experience in a global service role.
• Proven track record in building and leading global service organizations, achieving targets and leading organization change resulting in Customer and Employee engagement.

Arbon Equipment - A Rite-Hite Company is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.

Arbon Equipment - A Rite-Hite Company provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.