Director of North America (NA) Parts & Service
Direct hire with excellent benefits.
Location: Bethlehem, PA area
Travel: 30–50% travel across North America sites and customer locations
Summary:
The Director of North America Parts & Service is a hands-on regional leader with direct operational accountability for the performance of the aftermarket organization across North America. This role is responsible for driving revenue growth, improving margins, standardizing service execution, and building a unified, performance-managed parts and service operation. Reporting directly to the Global COO, this is not a matrix influencer position — it is a true operator role with ownership of results.
Duties and Responsibilities
- Lead the full North American Parts & Service organization with accountability for operational and financial performance
- Drive consistent aftermarket revenue growth and improve parts and service gross margins
- Standardize KPIs, operating rhythms, and execution discipline across all NA service sites
- Strengthen inventory management, warehouse efficiency, and working capital performance
- Improve service responsiveness, reduce downtime, and increase first-time fix performance
- Manage service backlog and work order cycle time to improve throughput and customer experience
- Expand recurring revenue through increased service program and contract penetration
- Build strong leadership capability and accountability at each site through direct management of site leaders
- Own NA Parts & Service operating budgets and resource allocation decisions
- Implement consistent reporting and performance management cadence across locations
- Partner with the Global COO on North American aftermarket strategy, annual operating plan, and growth priorities
- Provide input on parts pricing, labor rates, and service program structure
Qualifications
- Proven multi-site leadership experience in parts, service, and/or aftermarket operations
- Strong warehouse management and inventory strategy expertise
- Deep understanding of field service economics, labor utilization, and margin drivers
- Financial fluency with gross margin, working capital, and operational budgeting
- Ability to build process discipline without slowing execution speed
- High accountability and comfort managing through site-based leaders
- Executive presence and ability to partner directly with senior global leadership
- Willingness to travel extensively across North America to drive alignment and performance
