VP of Service, Americas

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

The Vice President, Service Americas is responsible for defining and executing the strategic vision for the Americas Service business. This role leads all service operations, field service, technical support, customer success, depot operations, training, service inventory management, and service commercial growth. The role is accountable for operational excellence, customer satisfaction, profitability, employee engagement, and sustainable business growth while partnering across Sales, Technology, Supply Chain, Quality, Finance, and Product Management.

• Developing and implementing goals, objectives, policies, and procedures to ensure safe and compliant execution of contractual service delivery consistent with the Smiths Detection Service vision.
• Participating in internal and external customer performance reviews and preparing relevant communication related to quality-of-service delivery.
• Conducting regular site visits to assess the climate of the customer and resident staff.
• Maintaining and fostering customer relationships by engaging in frequent communication with key decision makers and industry stakeholders.
• Managing repair depot sites and customer assistance center/call center to provide first-line support for customers.
• Planning, overseeing, and participating in the development of the Americas Service strategy to ensure consistent business growth.
• Executing the field activities to achieve target Attach Rates, Warranty Conversions, and Contract Renewals.
• Managing Field Service training resources for the Americas
• Position the Americas Service organization as a strategic differentiator that enhances customer value and drives profitable growth.
• Integrating current disparate systems into unified systems technology.
• Reviewing, developing, and measuring key metrics for the service and delivery organization.
• Engaging cross-functionally to ensure effective services operational support across the business.
• Leading day-to-day management of Service Operations with an unwavering drive toward meeting or exceeding all service commitments.
• Standard service delivery across the Americas.
• Improve productivity through Lean/Six Sigma principles.
• Develop and execute a multi-year Americas Service strategy aligned with global objectives.
• Identify new service offerings and recurring revenue opportunities.
• Drive digital transformation and automation initiatives.
• Serve as executive sponsor for strategic customer relationships.
• Lead executive business reviews with key government and commercial customers.
• Partner with Sales to grow aftermarket revenue
• Evaluate acquisitions, partnerships, and strategic investments related to service capabilities.
• Ability to travel up to 50–60% domestically and internationally.

Bachelor’s degree in business or…