Director, Service & Repair

Apex Tool Group

  • Lexington, SC
  • Permanent
  • Full-time
  • 12 days ago
The Blueprint (Role Profile)The Director, Service & Repair will lead the transformation and growth of Apex Tool Group’s aftermarket business across the United States. This leader will be accountable for repositioning the service function as a strategic growth driver—expanding revenue, deepening customer relationships, and delivering commercial value through differentiated aftermarket solutions.With a focus on scaling repair, field service, training, and parts programs, the Business Manager will bring discipline, structure, and innovation to a historically underleveraged area of the business. This is a key onsite role, based in either Auburn Hills, MI or Lexington, SC, and will report to the Vice President & General Manager, North America.Partnering closely with Sales, Product, Service Operations, and Finance, the Business Manager will shape a performance-driven, customer-centric service model that aligns with ATG’s commercial goals and supports long-term growth across the power tools business.The Build (Responsibilities)
  • Build and own the North American aftermarket roadmap, aligning service capabilities with commercial goals and customer needs.
  • Lead the end-to-end aftermarket service organization in North America, including in-house repairs, on-site field support, training, installation, and parts operations.
  • Design and commercialize scalable service offerings, including repair programs, preventive maintenance, extended warranties, on-site training, and parts bundling.
  • Leverage customer insights and data analytics to optimize pricing models, service contract performance, and parts lifecycle management.
  • Identify opportunities to expand wallet share and drive customer retention through aftermarket solutions.
  • Act as a strategic partner to Sales, Marketing, Product, and Engineering teams to ensure alignment between field intelligence and business objectives.
  • Provide field-based insight into customer needs, product performance, and service gaps to influence product development and marketing.
  • Lead, coach, and develop the North America service team, fostering a culture of ownership, continuous improvement, and technical excellence.
  • Collaborate with global aftermarket leaders to share best practices and contribute North American insights into global aftermarket planning.
  • Support infrastructure and process enhancements to streamline order-to-cash for aftermarket transactions.
The Toolbox (Qualifications)
  • Bachelor’s degree in Engineering, Business, or a related technical discipline; MBA or advanced degree preferred.
  • 10+ years of experience in aftermarket or commercial service leadership, with a track record of scaling programs and driving measurable growth.
  • Experience standing up new commercial services or productized service offerings in an established business.
  • Demonstrated success building and managing field-based technical teams and internal service operations.
  • Strong commercial orientation with experience partnering across Sales, Product, and Marketing to deliver value-added service offerings.
  • Financial fluency and experience linking service outcomes to profitability and P&L impact.
  • Knowledge of service metrics, installed base analysis, service pricing models, and continuous improvement methodologies.
  • Experience operating in a matrixed environment with strong cross-functional collaboration.
  • Ability to travel up to 25%

Apex Tool Group