Vice President, Field Service

Job Summary

The Vice President, Field Service is responsible for leading and optimizing the organization's U.S. Field Service team, ensuring customer satisfaction, operational efficiency, revenue growth, and profitability. This role involves managing teams of in-store Field Service Representatives and implementing strategies to improve customer experience across Hillman's largest National and Regional Accounts.

The VP of Field Service works closely with leadership to align field operations with organizational goals, focusing on service excellence, workforce development, and technology adoption.

Essential Job Functions*

• Develops and executes a comprehensive in-store service strategy that aligns with the company's goals.
• Drives in-store initiatives to grow revenue, provides high quality service, and enhances operational efficiency.
• Develops and manages an annual operating budget for the Field Service team
• Monitors the department's performance and adjusts resources as needed to accomplish objectives.
• Ensures effective staffing, training, and development of Field Service Reps and Management.
• Directly leads a team of Regional Field Service Managers across the country, communicates expectations, monitors and appraises job results; counsels and disciplines as needed; provides appropriate leadership training and development; interviews applicants and selects new employees
• Communicates and meets regularly with Field Management and Sales Leadership to ensure the achievement of annual sales objectives
• Ensures Field Service Team executes in-store projects that drive revenue across all categories

• Monitors competitor activities and consumer trends to identify opportunities to improve service.
• Conduct skip level meetings to gather feedback from the Field Service Management team with regards to their satisfactions and dissatisfactions with the organization.

• Exemplifies and fosters teamwork within the company. Promptly responds to concerns, issues, and suggestions and acts to ensure positive employee relations.
• Ensures effective communication within the Field Service team regarding approved display changes, new merchandising techniques, and company policy changes.

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• Bachelor's degree in business or the equivalent in education and work-related experience.
• Fifteen years related experience. Comprehensive knowledge of retail merchandising, Hillman core products and competitor products.

Competencies - Knowledge, Skills, and Abilities

• Strong leadership of people and ability to continuously improve the organization.
• Identifies and analyzes problems; weighs relevance and accuracy of information; evaluates and generates alternative solutions; makes recommendations.

• Positively impacts the team and the organization by dealing effectively with pressure; remains optimistic and recovers quickly from setbacks.
• Shows a high degree of personal integrity, honesty, and ethical behavior; respects & protects confidential information; holds self-accountable for results.
• Builds and manages workforce based on organizational goals, budget considerations, and staffing needs; ensures that employees are appropriately recruited; manages and supports a diverse, multi-sector work force and a variety of work situations.
• Assesses and recognizes own strengths and weaknesses; pursues self-development.

• Knowledge of Word, Excel, and Windows; able to develop and manage complex forecasts and budgets.
• Excellent interpersonal, communications, organization, planning, & time management skills.
• Able to travel up to 75% of the time. Maintains a valid driver license and vehicle insurance.

Operational Equipment

• N/A

Work Environment and Physical Demands

Work Environment

Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office: Sedentary.

Other details

• Job Family Field Services
• Job Function FSVC: Service Admin
• Pay Type Salary

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