Operations Manager - VTS

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

At Leybold, we are driven by the belief that there is always a better way. Our culture is defined by openness to change, continuous improvement, and constructive feedback.

We invest in your long‑term success through individualized development pathways, global career opportunities, and advanced technical training via our internal academy.

Employee safety and well‑being are non‑negotiable priorities. We maintain rigorous workplace safety standards to ensure a secure and supportive environment.

We offer a competitive and comprehensive total rewards package, including medical, dental, and vision coverage; paid vacation, sick time, and holidays; 401(k); parental leave; short‑ and long‑term disability; and relocation assistance, where applicable.

Compensation
Salary is location‑dependent and based on experience, qualifications, and market considerations.