Job Description
Your role Leybold North America is at a pivotal moment. We have a strong service footprint, dedicated teams, and a growing customer base-yet our operations are largely reactive. We are seeking a National Operations Manager to fundamentally transform how we operate: shifting from firefighting to planning, from inconsistency to disciplined processes, and from ad-hoc execution to measurable, scalable performance. This is not a maintenance role. It is a transformation mandate. The successful candidate will quickly assess the current state, establish a structured operating model within the first 60-90 days, and deliver sustained, measurable improvements-fully supported by senior leadership. About The Role You will lead Leybold North America's service operations across four core pillars: Field Service, Workshop/In-House Service, Service Administration & Back Office, and Operational Excellence, with a temporary oversight of Technical Support during a transition period. You will lead with data, build clear business cases for structural or headcount changes, and create an operating model where efficiency, customer satisfaction, and financial accuracy reinforce one another. You will inherit a real operation with real challenges-and the authority to fix them. Key Responsibilities Field Service Operations Establish structured scheduling, dispatch, and planning processes Define and track KPIs including response time, utilization, first-time fix rate, and customer satisfaction Optimize resources across geographies and equipment ranges Ensure accurate service reporting and timely invoicing Workshop & In-House Service Oversee workflow, capacity planning, and job scheduling Standardize repair and overhaul processes Consistently meet and track turnaround time targets Improve utilization and reduce non-billable time Service Administration & Back Office Eliminate end-of-month invoicing issues through disciplined processes Improve billing accuracy and month-end close efficiency Establish clear SOPs, ownership, and performance metrics Partner with Finance on forecasting, revenue recognition, and service contracts Operational Excellence Lead cross-functional process improvement initiatives Develop ROI-driven business cases for localization, tooling, and headcount investments Standardize operational reporting and performance measurement Champion digital tools to improve visibility and execution Technical Support (Temporary Scope) Provide leadership continuity during organizational transition Support the development of a standalone Technical Support structure Ensure uninterrupted service to customers What Success Looks Like First 60-90 Days Deliver a comprehensive operational assessment and prioritized action plan Establish baseline KPIs across all functions Identify the top 3-5 drivers of operational and financial inefficiency Present a 12-month transformation roadmap to leadership Ongoing Month-over-month KPI improvement across all service operations Reduced reactive incidents, late invoicing, and operational inconsistency Clear, data-driven investment and staffing decisions Improved customer satisfaction through consistent execution A culture built on planning, process, and accountability-not urgency To succeed, you will need Required Experience: 7+ years in operations management, service operations, or a related field Demonstrated experience transforming reactive operations into structured, process-driven environments Track record of building and driving KPI frameworks with tangible business outcomes Experience managing multi-site or geographically distributed service teams Strong financial acumen - comfortable with P&L impact, ROI analysis, and business case development Background in industrial equipment, vacuum technology, or technical service is a strong advantage Leadership & Character: You are a builder, not just a manager - you see broken systems and want to fix them You lead with data but communicate with clarity and conviction You hold teams accountable without demoralizing them You can build trust quickly in a complex, cross-functional environment You are honest about what you don't know and ask for help when you need it You are comfortable presenting business cases to senior leadership and defending your assumptions In return, we offer