Vice President, Customer & Product Support (C&PS) – APAC
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.