Head of BA Global Customer Support

HEAD OF BA GLOBAL CUSTOMER SUPPORT

Are you a bold, execution driven transformation leader with a passion for operational excellence and scalable service models? Do you thrive in complex, global environments where disciplined execution, digital enablement, and frontline performance directly translate into customer value and profitable growth?

We are now seeking a senior and highly impactful Head of BA Global Customer Support to lead one of the most critical transformation initiatives within Business Area Equipment & Service (E&S).

About the role

As Head of BA Global Customer Support, you will be responsible for building a world class, software enabled service engine that delivers superior uptime, reliability, and customer experience at scale across the global installed base. The role exists to accelerate aftermarket growth, improve service margins, and turn service execution into a sustainable competitive advantage.

This is a hands on transformation role which focuses on improving service levels, reallocating resources, and industrializing digital and AI enabled service models. You will work across global, regional, and local organizations, collaborating closely with frontline service teams, Customer Centers, Parts & Service Divisional management, and other senior leaders across E&S and Supply Chain.

The position is hosted by PSD APAC Division, reports to Business Area President Jess Kindler and operates with strong sponsorship and visibility at senior leadership level. While deep service and operational expertise are highly meriting, the key success criteria are strong leadership, execution capability, and the ability to deliver measurable business impact in complex, global environments.

Key Responsibilities

• Scale a standardized, global service delivery model focused on uptime, reliability, and customer experience.
• Drive OTIF delivery, first time fix, availability, and technician productivity.
• Redesign service planning, routing, and execution to improve efficiency and reduce value leakage.
• Establish joint service planning, SLAs, and performance governance with the top 100 global customer sites.
• Deploy a software defined service backbone covering planning, execution, asset performance, and supply chain.
• Ensure pricing accuracy, invoicing discipline, and value based service monetization across regions.

Experience and requirements

• 10+ years of experience in service operations, aftermarket, or industrial operations leadership.
• Proven track record of scaling service businesses with strong margins and customer outcomes.
• Deep understanding of field service economics, installed base monetization, and uptime driven customer value.
• Experience leading large, frontline service organizations across multiple regions.
• Strong digital and data literacy, with experience deploying software and analytics in operational environments.
• Fluency in English, both written and spoken.

Location and travel

Proximity to a major PSD Hub:

Garland, USA

Orebro, Sweden

Perth, Australia

Denver, USA

Nanjing, China

Bangalore, India

Santiago, Chile

Toronto, Canada

International travel expected up to 50%

Recruitment Process

Please send your application through our recruitment system as soon as possible but no later than2026.04.08. Applications will be reviewed on a rolling basis. Please note that, due to the current regulations, we will only consider applications received through our system and not via email or social media.

For questions about the recruitment process or application please contact Senior Talent Acquisition Specialist Catharine Moreno at catharine.moreno@epiroc.com

Epiroc provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Epiroc complies with applicable country, state, and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Epiroc supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.