Enterprise & Strategic Leadership
• Define and own the service operations strategy for industrial power generation dealers and customers, ensuring alignment with Generac’s growth objectives and Industrial business strategy.
• Serve as the executive escalation point for critical customer issues, service level agreements, and service performance in high-availability environments.
• Establish governance, operating models, and performance frameworks to scale service operations sustainably as demand increases.
Operational Excellence & Scale
• Provide executive oversight of 24/7 service operations, supporting complex, high-volume environments and mission-critical infrastructure.
• Lead large, multi-layered organizations spanning field service, technical support, parts, training, and dealer enablement.
• Drive service reliability, speed-to-resolution, and quality metrics across all support channels.
Field, Dealer & Partner Ecosystem
• Develop and execute regional and dealer, partner, and field service strategies to ensure coverage, capability, and consistency.
• Build and maintain strategic relationships with dealer channels and key direct national accounts.
• Ensure dealer and partner readiness through advanced training, certification, and performance management.
Product & Engineering Partnership
• Partner with Product Management and Engineering to influence serviceability, reliability, and lifecycle support in product design.
• Establish closed-loop feedback mechanisms to translate field data and customer insights into product and process improvements.
• Champion continuous improvement initiatives that reduce downtime, improve reliability, and enhance total cost of ownership.
Talent & Organizational Leadership
• Build, lead, and develop a high-performing leadership team**,** fostering a culture of accountability, technical excellence, and customer focus.
• Define organizational capabilities and succession strategies to support long-term scale.
• Lead change management initiatives as service models evolve.