Your role

Leybold North America is at a pivotal moment. We have a strong service footprint, dedicated teams, and a growing customer base—yet our operations are largely reactive. We are seeking a National Operations Manager to fundamentally transform how we operate: shifting from firefighting to planning, from inconsistency to disciplined processes, and from ad‑hoc execution to measurable, scalable performance.

This is not a maintenance role. It is a transformation mandate. The successful candidate will quickly assess the current state, establish a structured operating model within the first 60–90 days, and deliver sustained, measurable improvements—fully supported by senior leadership.

About The Role

You will lead Leybold North America’s service operations across four core pillars: Field Service, Workshop/In‑House Service, Service Administration & Back Office, and Operational Excellence, with a temporary oversight of Technical Support during a transition period.

You will lead with data, build clear business cases for structural or headcount changes, and create an operating model where efficiency, customer satisfaction, and financial accuracy reinforce one another. You will inherit a real operation with real challenges—and the authority to fix them.

Key Responsibilities

Field Service Operations

Establish structured scheduling, dispatch, and planning processes
Define and track KPIs including response time, utilization, first‑time fix rate, and customer satisfaction
Optimize resources across geographies and equipment ranges
Ensure accurate service reporting and timely invoicing

Workshop & In‑House Service

Oversee workflow, capacity planning, and job scheduling
Standardize repair and overhaul processes
Consistently meet and track turnaround time targets
Improve utilization and reduce non‑billable time

Service Administration & Back Office

Eliminate end‑of‑month invoicing issues through disciplined processes
Improve billing accuracy and month‑end close efficiency
Establish clear SOPs, ownership, and performance metrics
Partner with Finance on forecasting, revenue recognition, and service contracts

Operational Excellence

Lead cross‑functional process improvement initiatives
Develop ROI‑driven business cases for localization, tooling, and headcount investments
Standardize operational reporting and performance measurement
Champion digital tools to improve visibility and execution

Technical Support (Temporary Scope)

Provide leadership continuity during organizational transition
Support the development of a standalone Technical Support structure
Ensure uninterrupted service to customers

What Success Looks Like

First 60–90 Days

Deliver a comprehensive operational assessment and prioritized action plan
Establish baseline KPIs across all functions
Identify the top 3–5 drivers of operational and financial inefficiency
Present a 12‑month transformation roadmap to leadership

Ongoing

Month‑over‑month KPI improvement across all service operations
Reduced reactive incidents, late invoicing, and operational inconsistency
Clear, data‑driven investment and staffing decisions
Improved customer satisfaction through consistent execution
A culture built on planning, process, and accountability—not urgency

To succeed, you will need

7+ years in operations management, service operations, or a related field
Demonstrated experience transforming reactive operations into structured, process-driven environments
Track record of building and driving KPI frameworks with tangible business outcomes
Experience managing multi-site or geographically distributed service teams
Strong financial acumen — comfortable with P&L impact, ROI analysis, and business case development
Background in industrial equipment, vacuum technology, or technical service is a strong advantage

Leadership & Character

You are a builder, not just a manager — you see broken systems and want to fix them
You lead with data but communicate with clarity and conviction
You hold teams accountable without demoralizing them
You can build trust quickly in a complex, cross-functional environment
You are honest about what you don't know and ask for help when you need it
You are comfortable presenting business cases to senior leadership and defending your assumptions

In return, we offer

At Leybold, we are driven by the belief that there is always a better way. Our culture is defined by openness to change, continuous improvement, and constructive feedback.

We invest in your long‑term success through individualized development pathways, global career opportunities, and advanced technical training via our internal academy.

Employee safety and well‑being are non‑negotiable priorities. We maintain rigorous workplace safety standards to ensure a secure and supportive environment.

We offer a competitive and comprehensive total rewards package, including medical, dental, and vision coverage; paid vacation, sick time, and holidays; 401(k); parental leave; short‑ and long‑term disability; and relocation assistance, where applicable.

Compensation

Salary is location‑dependent and based on experience, qualifications, and market considerations.

LEYBOLD USA INC. is proud to be an Equal Opportunity Employer – M/F/Disabled/Veterans.

#UUY

Job location

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our (insert organization here) in Export, PA, United States (US).

Contact information

Talent Acquisition Team: Ian Boudreaux

About Leybold

Leybold employs people on four continents. Many of them have a scientific or technical focus. Their knowledge, creativity and experience are essential for our success.

The demands of the high-tech industry and the cultural diversity in our globally active company also contributes to an attractive and stimulating working environment at Leybold. Technical knowledge is important to us, as are personal soft skills and the willingness to work in international project teams.

Leybold is part of the Vacuum Technique Business area of the Atlas Copco Group. The Group's sustainable approach also determines our visions and values. A wide range of training and further education programs are available, to enhance technical know-how and systematically expand skills. Because only great ideas accelerate innovation.

Leybold

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