We're partnering with an established, globally recognized manufacturer to identify an experienced Director of Service Support to lead the organization's North American service support strategy. This executive leadership role is responsible for building high-performing service teams, strengthening distribution partner capabilities, and delivering an exceptional customer experience across a growing dealer network.

This is an opportunity for a strategic leader who thrives at the intersection of customer experience, operational excellence, and channel development.

What You'll Do

As a member of the executive leadership team, you will:

• Provide strategic leadership to multiple service support functions, including technical service, farm/customer support, service management, and specialized support teams.
• Develop and execute a long-term service strategy that enhances customer satisfaction, retention, and lifetime value.
• Lead, coach, and develop managers while creating a culture of accountability, collaboration, and continuous improvement.
• Partner closely with distribution channel leaders to strengthen service capabilities, improve performance, and drive mutual business growth.
• Establish and monitor key service metrics, KPIs, and performance scorecards across the dealer network.
• Design scalable service delivery models that improve consistency, efficiency, and customer outcomes.
• Collaborate cross-functionally with Sales, Product, Operations, and Marketing to align service capabilities with customer and market needs.
• Influence dealer principals and service leaders to adopt best practices and invest in long-term service excellence.
• Leverage data, technology, and customer insights to identify opportunities for operational improvement and innovation.
• Support new product launches and strategic initiatives by ensuring service readiness and execution excellence.

What We're Looking For

Successful candidates will bring:

• Bachelor's degree in Business, Engineering, Agriculture, or a related field (MBA preferred).
• 15+ years of progressive leadership experience in service operations, customer support, or aftermarket service.
• Experience leading dealer, distributor, franchise, or indirect service organizations.
• Demonstrated success building and executing customer-centric service strategies.
• Experience establishing KPIs, SLAs, service scorecards, and continuous improvement initiatives.
• Strong financial and business acumen with experience achieving operational and commercial performance goals.
• Exceptional leadership, coaching, and organizational development skills.
• Ability to influence senior leaders and external partners without direct authority.
• Excellent communication and relationship-building skills.
• Experience leading multi-location or multi-region service organizations is highly desirable.
• Background in manufacturing, industrial equipment, agriculture, heavy equipment, automotive, or similar industries is preferred.

Key Leadership Competencies

The ideal leader will demonstrate:

• Executive presence and strategic thinking
• Customer-first mindset
• Strong analytical and problem-solving abilities
• Collaborative leadership style
• Ability to lead organizational change
• Operational excellence and process improvement expertise
• High emotional intelligence and relationship management
• Passion for developing people and building high-performing teams

Travel

• Approximately 30–40% domestic and international travel.

Leverage4 is conducting this search on behalf of our client. To maintain confidentiality, additional information about the organization, location, and compensation package will be shared during the interview process with qualified candidates.