Job Description
The Vice President, Customer & Product Support (C&PS) – APAC leads the regional Customer & Product Support organization across the region. The role is accountable for customer experience, aftermarket growth enablement, operational excellence, and disciplined execution of global C&PS initiatives within the region. The role reports to the APAC President, with matrix accountability to the Global C&PS VP. The position is a member of the APAC Leadership Team and Global C&PS Leadership Team.
Key Responsibilities – Execution, MOS & Performance
- Drive disciplined execution through Management Operating System (MOS) rigor.
- Develop and oversee regional KPIs, dashboards, and operating cadence.
- Improve speed, predictability, and quality of customer and product support.
Key Responsibilities – Customer & Market Leadership
- Build and sustain executive‑level relationships with key customers, channels, and partners.
- Act as the senior customer advocate for the region.
- Translate customer insights and market conditions into actionable regional strategies.
Key Responsibilities – Talent & Capability
- Ensure strong onboarding, training, and continuous coaching for customer‑facing teams.
- Build leadership bench strength and succession capability.
- Foster a culture of accountability, collaboration, and customer centricity.
Qualifications & Experience
- Significant senior leadership experience in Customer Support, Services, Aftermarket, or Product Support roles.
- Proven experience leading complex, matrixed, international organizations.
- Strong customer orientation with executive‑level interface capability.
- Experience operating across APAC‑style regional complexity strongly preferred.
Leadership Attributes
- Enterprise leadership mindset with strong integrative decision‑making capability.
- Clear, compelling communicator able to align global strategy with regional execution.
- Comfortable operating with ambiguity, scale, and accountability.
- Role model for enterprise leadership behaviors.
