3M Global Aftersales Service Repair Leader 

United States, Minnesota 

339220122

Global Strategy & Operations

• Develop and execute a global aftersales service and repair strategy aligned with Division goals
• Standardize service operations, KPIs, and repair processes across all geographies
• Expand and lead 3M PSD’s global service network (internal and 3rd-party)
• Optimize tools, systems (e.g. CRM, service software), and documentation to support global service and repair delivery

Customer Experience

• Drive high customer satisfaction through fast, effective service and repairs
• Implement voice-of-the-customer (VoC) feedback loops to continuously improve service performance
• Manage escalation processes for complex or critical service issues

Repair, Warranty, and Technical Support

• Oversee global repair operations (in-house and Authorized Service Centers)
• Monitor and manage warranty claims, root-cause analysis, and cost reduction initiatives
• Lead technical service teams to support diagnostics, troubleshooting, and remote service

Leadership & Collaboration

• Lead, coach, and develop Area service managers and teams
• Partner with product, engineering, sales, and supply chain to ensure cross-functional alignment
• Ensure the service teams follow safety guidelines to reduce the risks of injuries at work

P&L Ownership

• Own the global service and repair P&L, including revenue, cost management, and margin optimization
• Develop and execute pricing strategies, service agreements, and commercial models
• Drive profitable growth through operational efficiency and value-added service offerings

Data & Performance Management

• Define and track customer-facing KPIs: turnaround time, first-time fix rate, customer satisfaction, repair cycle times
• Use analytics and field data to identify trends and proactively reduce service incidents
• Report on service and repair performance to senior leadership, including financial outcomes

• Bachelor’s degree in engineering, Business, Operations (completed and verified prior to start)
• Ten (10) years of proven leadership of international, multicultural teams
• in a private, public, government or military environment
• Ten (10) years of experience with service agreements, warranties, and 3rd-party service partnerships
• Ten (10) years of demonstrated strong financial acumen and experience managing P&L

Additional qualifications that could help you succeed even further in this role include:

• Master’s or MBA degree preferred
• Excellent communication and change management skills
• Analytical mindset with experience using data to drive decisions
• Background in PPE products, medical devices, electronics, industrial equipment, or capital goods
• Lean/Six Sigma certification or continuous improvement training
• Experience with ISO 9001, FDA, or other regulated environments (if applicable)

Work location:

• Work location: This role follows an on-site working model, requiring the employee to work at least four days a week at the 3M Center in Maplewood, MN.