Aftermarket Sales & Service Director
Company: ProMach
Location: Raleigh
Posted on: October 24, 2024
Job Description:
At ProMach, we're looking for people who want to shine. You'll
have opportunities to take your career in the direction you want.
You can be creative. Strategic. Persuasive. Influential. Mechanical
marvel. Customer service authority. Meticulous. A closer. A
futurist.You'll be challenged and rewarded. Improve our customers'
packaging performance and efficiency every day. Help build the
future of packaging automation. We're proud of that and hope you
will be too.Do we have your attention? Keep reading.Axon's
Lifecycle Management Director will lead a professional team of
managers, technical experts, customer service representatives, and
field service technicians, ensuring customers receive prompt and
best-in-class support over the lifetime of the equipment. The LCM
Director will ensure that monthly targets for estimates and
bookings are aggressively maintained to support the overall revenue
targets.The ideal candidate will possess a strong knowledge of the
packaging industry, demonstrate the ability to model customer
service excellence, train others, and create new sources of
aftermarket revenue. The position reports to the VP & General
Manager of Axon and is on site at the Raleigh, NC facility. The
position will be in close collaboration with the Director of Global
Aftermarket Sales and Service.Are you passionate about this
work?
- Develop and oversee the complete implementation of Life Cycle
Management solutions including retrofits, options & upgrades,
maintenance agreements, service, and spare parts.
- Develop an annual budget and staffing requirements for all LCM
departments.
- Manage department expenses in accordance with annual
budget.
- Effectively ensure all the support services are provided and
meet customer expectations: Product technical support, field
service, and training solutions.
- Effectively manage LCM sales by prioritizing, scheduling, and
delegating work assignments to ensure completion of all work and
projects.
- Ensure continuous improvement of LCM order to cash core
process.
- Escalate non-conformities or design issues in a timely manner
and secure the issue resolution plan until completion.
- Effectively interface with internal company departments
including manufacturing, accounting, human resources, project
management, shipping, purchasing, and engineering to address and
resolve issues as well as to implement process improvements.
- Develop short and long-range goals and objectives for the
parts/service departments that effectively support the overall
goals and objectives of the company.
- Participate in the development and agility of the company via
IT systems (ERP, Tableau, Salesforce Service Cloud, and Salesforce
CRM).
- Develop and maintain close working relationships with the other
departments including Engineering, Purchasing, Production, Project
Management, and Machinery Sales so that accurate delivery times are
established and tracked, and so that proper intervention and/or
prioritization is established to maximize on-time delivery of
orders.
- Develop and maintain a process for completing comprehensive
root cause analysis to eliminate repeat issues.
- Track response time and time to close a customer complaint or
known issue and hold team accountable for results and
performance.
- Develop and communicate KPIs allowing the management of
activities, the achievement of objectives, and the implementation
of a continuous improvement process.
- Work with appropriate counterparts to develop a training
program. This should include service technicians as well as
customer service representatives.
- Drive continuous improvement based on customer and team
feedback.
- Optimize processes to streamline costs.
- Ensure the smooth execution of projects through SAT in
collaboration with the dedicated Project Manager.Customer Service:
- Deliver world-class service to customers: training,
maintenance, technical assistance, 24-hour support, spare parts
sales, service estimates, and assistance scheduling.
- Develop positive relationships with customers to analyze
customer requirements and promote company parts/service products to
meet those requirements more effectively.
- Oversee the field service office to ensure customer
satisfaction through customer machinery support and excellent
customer communication.
- Continuous improvement of the field service technician's
competency to achieve the highest level of customer
satisfaction.
- Oversee field service technician and tech support training
requirements to ensure the highest-level skilled tech support
resources and service technicians.
- Secure closing of the punch list after customer SAT.
- Maximize customer satisfaction by ensuring all customer
complaints after the machine SAT are being duly and promptly
addressed by technical support & field service teams.
- Solicit customer feedback to maintain strong connection to
customer expectations including activities around the industry and
predictive maintenance and virtual support services.
- Drive prompt issue resolution with support of the technical
department when needed.
- Maintain a best-in-class customer interface system as the point
of entry for customer complaints or requests throughout the product
life cycle.
- Develop an annual strategic LCM sales and marketing plan.
- Leverage the Salesforce CRM to launch LCM marketing campaigns
focused on driving revenue growth.
- Plan, direct, and coordinate the LCM sales and marketing
efforts including prompt & accurate quoting, bookings, advertising
plans, forecasts, proactive activity, and market analyses/research
for all LCM revenue streams.
- Prepare and conduct presentations promoting products and
services.
- Negotiate customer contracts including service contracts,
supplier agreements, and maintenance contracts.
- Establish a process to ensure a 3-month rolling forecast with
continuous improvement.
- Drive revenue growth with proactive initiatives: follow-up of
parts quotations, format/presentation of quote materials, program
for centralized/consolidated parts for large multi-machine users,
program for Preferred Service and Maintenance Contracts, customer
follow-up regarding service support, recommended spare parts lists,
maintenance, and customer support in HMI.
- Leverage ProMach Business Intelligence (BI) to make
improvements to business processes, identify revenue opportunities,
and to counter threatening competitor gains.What's in it for
you?There's no monopoly on innovative ideas or limits to how far
you can advance with our team. We offer an open, communicative
environment that fosters individual initiative. We pride ourselves
in being a company where people are happy and choose to build a
career.In addition to growth opportunities, as a ProMach employee,
you receive more than just a paycheck. Total compensation includes
your salary, comprehensive medical/dental programs, as well as life
insurance, a generous paid time off program, and a retirement
savings plan with a company match. And because we understand the
importance of feeling protected, there is no waiting period for
benefits - you are eligible on your first day of employment!If this
sounds like you, we want to connect!
- Minimum 5 years prior management experience of personnel
required.
- Bachelor's Degree in engineering or technical field
preferred.
- Strong technical knowledge of packaging and/or capital
equipment required.
- Must have strong leadership skills and prior oversight of
budgets/P&L's.
- Ability to interface effectively with customers and internal
departments.
- Previous sales and customer management experience
required.
- Self-motivated, sense of urgency, personable, customer-focused,
and well organized.
- Willing and able to travel 10% of the time.
- Ability to successfully handle a multi-tasked role.
- Excellent written, oral communication, and presentation
skills.Pro Mach, Inc was named to the Inc. 5,000 list of the
fastest growing private companies in the U.S. seven times. We
continue to introduce innovative products, enter new markets,
expand our global presence, and actively acquire new
capabilities.We have the rewards, opportunities, and the market
strength of a large organization combined with the entrepreneurial
culture of a small, fast-paced company. You will enjoy the benefits
of working with a growing company that competes globally with the
personal touch and feel of a smaller company where you can make an
impact every day.ProMach is an Equal Opportunity Employer. Pro Mach
uses E-Verify to verify employment eligibility of all new hires to
work in the United States. Pro Mach is a drug-free workplace.We
will ensure that individuals with disabilities are provided
reasonable accommodation to participate in the job application or
interview process, to perform essential job functions, and to
receive other benefits and privileges of employment. Please contact
us to request accommodation.
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Keywords: ProMach, Cary , Aftermarket Sales & Service Director, Executive , Raleigh, North Carolina
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