Vice President Customer Experience Jobs in Racine, WI

At Arbon Equipment, a Rite-Hite Company, your work makes an impact. We deliver industry-leading solutions that keep workplaces safe, productive, and efficient. When you join Arbon Equipment, you're not just selling or servicing equipment - you're building trusted partnerships with customers and growing your career with a company backed by the strength of Rite-Hite's global innovation.
Primary Purpose & Scope
The VP Regional Services serves as the senior service and installation leader for the Central region, responsible for delivering exceptional service and installation performance while maximizing customer uptime, operational excellence, and workforce effectiveness. This role leads the region's service, installation, and administrative operations by driving service quality, technician productivity, workforce planning, safety, customer satisfaction, and financial performance while achieving service revenue, gross profit, and operational performance objectives. Beyond delivering annual operational results, the VP Regional Services strengthens the long-term capability of the organization by developing leaders, building technical expertise, driving continuous improvement, and creating a highly engaged, customer-focused service organization. The role is accountable for translating enterprise service and installation strategy into disciplined regional execution while building the leadership capability, operational discipline, and workforce engagement necessary to deliver sustainable business performance and exceptional customer outcomes.
Reporting to the Executive Vice President, Global Service, the VP Regional Services leads Service & Installation Directors, Field Support Managers, and Regional Administrative Leaders while partnering closely with the VP Regional Sales and enterprise functions including Distribution Excellence, Technical Center of Excellence, Finance, Human Resources, Information Technology, and Customer Experience. The role ensures enterprise service strategies are translated into disciplined regional execution while delivering a seamless One Rite-Hite customer experience across every customer interaction.
This is a hybrid role out of our Milwaukee, Wisconsin global headquarters.
Values and Culture Expectations
All employees are expected to consistently demonstrate Rite-Hite's Values in Action. These values shape the way we work together and how we serve our customers. This includes modeling company values in daily interactions, decision-making, and how work is accomplished. Employees are expected to contribute to a culture of accountability, collaboration, and respect.
Essential Duties & Responsibilities
Safety Responsibilities:
• Support and promote a culture of safety.
• Follow all Company and OSHA safety policies and procedures.
• Proper use of required personal protective equipment (PPE)
• Report hazards, near misses and incidents promptly
Job Responsibilities:
• Lead the operational performance of the assigned region by translating enterprise service and installation strategy into disciplined regional execution that delivers customer uptime, service quality, operational excellence, and profitable growth.
• Own regional service and installation performance by establishing clear operating priorities, performance expectations, and accountability for customer experience, service gross profit, margin performance, technician productivity, first-time fix, on-time installation, and service level agreement performance.
• Lead, coach, and develop Service Directors, Installation Directors, Field Support Managers, and regional administrative leaders to build a high-performing organization focused on operational excellence, customer satisfaction, employee engagement, and leadership development.
• Develop regional organizational capability by identifying high-potential talent, strengthening leadership succession, coaching operational leaders, and reinforcing enterprise service standards through partnership with the Technician Center of Excellence and Human Resources.
• Execute regional workforce plans by aligning technician staffing, scheduling, dispatch, installation capacity, and administrative resources with enterprise priorities, customer demand, and long-term growth objectives.
• Drive operational excellence through standardized service and installation processes, quality systems, performance metrics, and continuous improvement initiatives that improve productivity, consistency, and operational efficiency.
• Partner closely with the VP Regional Sales to ensure seamless coordination between sales, installation, and service operations, enabling successful project execution, customer transitions, issue resolution, and a consistent customer experience.
• Collaborate with Distribution Excellence to implement enterprise operating standards, process improvements, operational reporting, and technology initiatives that improve field execution and organizational effectiveness.
• Partner with the Technician Center of Excellence (Director Technician Excellence) to strengthen technician development, certification progression, technical training, and workforce capability while ensuring field teams possess the skills necessary to support evolving customer and product requirements.
• Build executive relationships with key customers by leading resolution of complex service and installation issues, ensuring service recovery, strengthening customer loyalty, and reinforcing Rite-Hite's commitment to delivering an exceptional customer experience.
• Establish an operating cadence that leverages business performance metrics, customer feedback, workforce analytics, and financial results to identify operational risks, improve decision making, and deliver sustainable business performance.
• Manage regional labor utilization, operating expenses, capital resources, and service investments within established financial guardrails while balancing customer commitments, operational efficiency, employee engagement, and profitability.
• Champion adoption and consistent execution of enterprise technologies, service management systems, digital capabilities, and innovative operating practices that improve technician productivity, customer responsiveness, operational visibility, and service quality.
• Partner with Human Resources to develop workforce strategies that strengthen recruiting, onboarding, retention, leadership development, performance management, and employee engagement across the regional service organization.
• Serve as an enterprise operations leader by sharing best practices, influencing cross-functional initiatives, supporting organizational transformation, and contributing to the continuous evolution of Rite-Hite's service strategy and customer experience.
Minimum Job Requirements
Education & Experience
• Bachelor's degree in Business, Engineering, Operations Management, Industrial Technology, or a related discipline, or an equivalent combination of education and experience.
• Minimum of 10 years of progressive leadership experience in service operations, field operations, installation management, or related operational leadership roles, including global experience.
• Minimum of 5 years leading multi-level field organizations through direct leadership of leaders.
• Demonstrated success improving operational performance, developing leaders, optimizing workforce utilization, and delivering exceptional customer experiences within geographically dispersed service organizations.
Knowledge/Skills/Abilities
• Strategic operations leadership and execution.
• Workforce planning, resource optimization, and labor management.
• Financial acumen with experience managing service profitability, operating budgets, and productivity metrics.
• Executive communication, coaching, and organizational leadership.
• Strong analytical and decision-making skills utilizing operational and financial data.
• Proven ability to lead organizational change and implement operational improvements.
• Customer-focused leadership with the ability to balance service quality, employee engagement, and financial performance.
• Cross-functional collaboration and influence across matrixed organizations.
• Project management & execution.
Preferred Job Requirements
Education & Experience
• Master's degree in Business Administration, Engineering, Operations Management, or a related discipline.
• Experience leading large, geographically dispersed field service organizations within industrial manufacturing, industrial distribution, engineered products, or construction-related industries.
• Experience leading enterprise operational transformation, service excellence, or continuous improvement initiatives.
Knowledge/Skills/Abilities
Strong understanding of field service management systems, workforce optimization, continuous improvement methodologies, and operational analytics.
• Experience implementing enterprise technologies and digital tools that improve service execution and customer experience.
• Demonstrated ability to develop future operational leaders and build high-performing field organizations.
Role Specific Compliance Requirements
• Ability to meet customer site access and safety requirements (if applicable)
• Valid Driver's License (if applicable)
• Must meet company motor vehicle record (MVR) standards (if driving is required)
• Ability to pass background check
• Eligibility to work in the United States
Work Location, Schedule and Environment
• Work Location: Milwaukee, Wisconsin
• Work Environment: Office environment & customer sites
• On-call requirements (if applicable)
While performing the duties of this job the employee is regularly required to talk, hear, and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion, the employee may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision, and the ability to adjust focus. Occasional travel may be required.
Disclaimer: All responsibilities and requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.
This Job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job. This job description is subject to change, and the employer retains the right to change or modify the duties of this job at any time.
What We Offer
At Arbon Equipment - A Rite-Hite Company, we take care of our people - because when you're supported, you can do your best work. Our benefits are designed to support your health, your future and your life outside of work:

• Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.
• Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.
• Time for You: Paid holidays, vacation time, and personal/sick days each year.

Join us and build a career where you're supported - at work and beyond.
Rite-Hite is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. In accordance with VEVRAA, we are committed to providing equal employment opportunities for protected veterans. We are also committed to maintaining a drug-free workplace for the safety of our employees and customers.