Vice President, North America Maintenance Services

Vice President, North America Maintenance Services 

Toshiba Global Commerce Solutions 

 INTRODUCTION 

Toshiba Global Commerce Solutions is the global market share leader in retail store technology. As retail’s first choice for integrated in-store solutions, our innovative commerce technology enhances customer engagement, transforms in-store experience, and accelerates digital transformation. Together, with a global team of dedicated business partners, we advance the future of retail. 

We are seeking a highly skilled and experienced candidate to join our executive team as a Vice President, North American Maintenance Service Delivery. The Vice President will be responsible for the overall success of the of the large North America Maintenance Services Organization. The Services Operation includes Installation Services and 24/7 Break-Fix services at our client locations for Toshiba and other hardware and software products. This includes managing multiple Service Delivery Executives, Supply Parts Management, Central Operations, Reporting, Fleet Services, Staff Management and Development, Budgeting, Forecasting, Strategy and other key areas essential to maintenance services delivery. This role also drives the selection, implementation and ongoing support of programs, policies, delivery methods and software tools necessary for the continued success of the business. 

The Vice President is accountable for the successful delivery of maintenance services to the largest retailers in the world by ensuring SLA’s, SLO’s, and all other measures of delivery commitments are achieved, while cultivating and maintaining outstanding client relationships and delivering the strong financial return Toshiba expects. This role builds and implements plans to achieve sustainable growth within our North America accounts and is key in the creation of global Maintenance Service business strategy, specifically throughout all 50 US states, Puerto Rico and Canada.  The ability to manage multiple fast changing priorities based on factors such as time constraints, urgency, and business needs is a must. The candidate will ensure operations align with the global maintenance mission, strategic objectives, and policies.  

The Vice President of Maintenance Service Delivery will establish and grow trusted advisor relationships with all key client operations personnel, including C-suite executives, leveraging the Toshiba Team to drive our combined Hardware, Software, and Services business forward.  

The Vice President of Maintenance Service Delivery will also work closely with all other Toshiba teams (e.g., Client team, Solutions Group, Sales team) engaged on the accounts, including engaging in new sales initiatives to drive growth within the responsible accounts. As new Products and Services are introduced into the accounts, they will participate in resource planning and allocation to meet the obligations resulting from the new Product and/or Service. 

AREAS OF EXPERTISE & SPECIAL SKILLS 

• Bachelor’s degree with 15+ years of functional experience, and 10+ years of management experience.  
• Strong leadership and problem-solving skills 
• Ten or more years of experience managing multiple clients, personnel, and profit and loss (P&L) specifically around field service delivery.  
• Experience with service assurance, service delivery, finance/billing, cost forecasting new business implementation, and contract management
• Demonstrated Business acumen to work and manage diverse staff in a multi-cultural remote environment as well as a matrix environment. 
• Ability to understand high-level technology concepts  
• Strong inter-personal and relationship building skills.
• Knowledge of Oracle’s field service and IFS Field service products or similar Maintenance Delivery software tools is preferred but not required
• Strong project management skills, ability to prioritize activities and work on multiple projects at once.
• Proven experience in achieving operational excellence and developing end-to-end procedures with a keen ability to identify improvement opportunities and implement change.
• Ability to achieve goals through influencing, partnering and developing productive relationships with leadership across the business and vendor relationships.
• Ability to simply and effectively communicate complex issues to all employee levels.  
• Possess critical thinking to evaluate complex strategies and develop recommendations.
• Possess strong consulting skills and the ability to quickly assess situations, identify gaps and possible solutions.  
• Strong analytical, written, oral communication and presentation skills – proficiency in written and oral English
• Proficient use of technology including MS offic