Steve Zimmerschied is a seasoned customer service and operations executive whose career has been defined by building high-performing service organizations that strengthen brand loyalty, operational excellence, and long-term revenue growth. With more than three decades of experience across manufacturing and service-driven industries, Steve has developed a reputation for aligning customer experience strategy with business performance. His leadership philosophy centers on the belief that exceptional service is not merely a support function but a strategic driver of profitability, innovation, and competitive advantage.
Throughout his career, Steve has specialized in leading complex global service organizations that operate at the intersection of customer experience, aftermarket revenue, and operational efficiency. His work has consistently focused on improving customer satisfaction while building scalable service ecosystems that deliver measurable financial results. By combining strong operational discipline with forward-looking strategic thinking, he has helped organizations modernize their service models and transform customer engagement into a powerful growth engine.
Steve’s most recent executive leadership role was as Vice President and Head of Customer Service at BSH Home Appliances Group, one of the world’s leading home appliance manufacturers. In this role, he directed global customer service and sales operations, overseeing a $90 million division and leading a network of more than 160 factory service technicians alongside 1,500 authorized service providers worldwide. Under his leadership, the organization unified multi-region service operations to deliver consistent premium experiences for customers across both B2B and B2C markets.
A significant portion of Steve’s work at BSH involved modernizing service operations and improving organizational visibility through technology adoption. He spearheaded the implementation and optimization of CRM and SaaS platforms including Salesforce, Zendesk, and enterprise dialer systems. These initiatives significantly enhanced operational transparency, improved forecasting accuracy, and enabled more data-driven decision-making across service and sales teams. His leadership also extended to managing large-scale international contact center operations consisting of more than 200 agents focused on customer support, service dispatch, and outbound sales engagement.
Prior to joining BSH, Steve served as Director of Marketing and Customer Experience at Federal Industries, where he played a critical role in integrating customer insights with strategic marketing initiatives. In this position, he helped translate Voice of Customer data into actionable business strategies that improved product quality, customer retention, and warranty cost management. By aligning marketing initiatives with operational performance metrics, he strengthened the organization’s ability to connect brand positioning with measurable customer outcomes.
Steve’s entrepreneurial mindset was further demonstrated during the COVID-era when he founded Service Movements, LLC, a consulting firm focused on helping service organizations design strategic growth frameworks. Through this venture, he developed three- to five-year growth roadmaps for service-based businesses while advising leadership teams on technician development, service expansion strategies, and operational scalability. His work supported organizations in expanding into new geographic markets, negotiating new manufacturer partnerships, and strengthening their service delivery capabilities during an exceptionally challenging economic period.
Earlier in his career, Steve held executive leadership positions at Welbilt Inc., where he served as Vice President of Aftermarket Sales Operations. In this role, he directed parts distribution networks, service contract programs, and dealer relationships that collectively drove meaningful revenue growth. By strengthening partner engagement and improving forecasting processes, he helped expand dealer networks and increase aftermarket revenue streams while providing improved operational visibility through advanced analytics and performance dashboards.
One of the most influential chapters of Steve’s career occurred during his fourteen-year tenure at Sub-Zero Group, where he served as Senior Corporate Director of Customer Service. During this period, he helped build and scale a global service organization that supported more than $200 million in annual aftermarket revenue. He managed a $50 million operating budget, oversaw global distribution and service networks, and developed customer care initiatives that significantly improved customer satisfaction and operational efficiency.
At Sub-Zero, Steve played a critical role in transforming customer care into a revenue-generating strategic asset. He launched the company’s first customer care support plan program and introduced loyalty initiatives that achieved attachment rates exceeding 50 percent. His leadership also helped expand national field service capabilities, implement connected diagnostic technologies, and develop service networks that consistently delivered world-class performance metrics, including exceptional call distribution rates and customer satisfaction scores.
Steve’s professional journey began with Maytag Corporation, where he spent seventeen years advancing through progressively responsible leadership roles across multiple regions of the United States. During this time, he gained deep operational expertise while managing service teams, supporting dealer relationships, and contributing to the management of more than $100 million in service-related revenue streams. The diverse leadership experiences he gained at Maytag formed the operational foundation that would later support his success in global executive roles.
Across every stage of his career, Steve has been known for his ability to unite operational discipline with strategic foresight. He thrives in environments where customer experience, operational performance, and commercial growth intersect. By fostering collaborative relationships with sales, marketing, engineering, and supply chain teams, he consistently ensures that service operations contribute directly to overall business strategy and long-term organizational success.
Beyond his professional responsibilities, Steve values mentorship and industry collaboration. He has served as a mentor to educators and students in local communities and regularly contributes his insights as a guest speaker for service leadership development initiatives. His involvement with organizations such as the Service Council Symposium and the United Servicers Association reflects his commitment to advancing industry best practices and supporting the next generation of service professionals.
On a personal level, Steve values balance, family, and lifelong learning. He enjoys golfing, working on cars, and spending time with family, activities that reflect the same patience, discipline, and craftsmanship that characterize his professional leadership style. These passions complement a career built on integrity, perseverance, and a deep belief that strong relationships—both personal and professional—are the foundation of lasting success.
As organizations increasingly recognize the strategic value of customer experience and service-driven revenue models, Steve Zimmerschied brings a rare combination of operational expertise, commercial insight, and executive leadership. His ability to transform service organizations into engines of growth makes him a valuable advisor and leader for companies seeking to strengthen their customer relationships while driving sustainable business performance.
Character:
Steve Zimmerschied demonstrates integrity and accountability in every leadership role he undertakes, consistently prioritizing trust, transparency, and long-term relationships with colleagues, partners, and customers. His leadership style reflects humility and authenticity, allowing him to build strong teams that share a commitment to service excellence and shared success. Steve’s dedication to mentoring others and contributing to the development of service professionals highlights his belief that strong character is the foundation of impactful leadership.
Knowledge:
He possesses deep expertise in customer service operations, aftermarket revenue models, and global service networks developed over more than thirty years in manufacturing and service industries. His knowledge spans operational strategy, customer experience management, marketing alignment, and the implementation of modern CRM and SaaS technologies that enhance business performance. Through years of executive leadership and hands-on operational experience, he has developed a comprehensive understanding of how service ecosystems drive both customer satisfaction and financial growth.
Strategic:
Steve approaches leadership with a forward-thinking mindset that connects customer experience initiatives to broader organizational objectives. He has repeatedly demonstrated the ability to design scalable service strategies that increase profitability, expand revenue streams, and improve operational performance across global markets. By combining data-driven decision making with cross-functional collaboration, Steve helps organizations transform service operations into a strategic competitive advantage.
Communication:
A highly effective communicator who excels at translating complex operational insights into clear strategies that resonate with executives, frontline teams, and external partners. His experience presenting performance metrics, service strategies, and operational plans to executive leadership and boards has strengthened his ability to influence strategic decision-making. Whether speaking at industry events, collaborating with internal teams, or engaging customers and partners, Steve communicates with clarity, confidence, and purpose.
