Aftermarket Sales And Service Director

Engineered for unprecedented speed, flexibility, efficiency, and cleanliness, Federal manufactures durable and hygienic liquid filling and capping machinery for dairy, juice, water, food, chemical, coatings, and pharmaceutical companies worldwide. Federal is also a global innovator of customized extended shelf life solutions. As part of the ProMach Filling & Capping business line, Federal helps our packaging customers protect and grow the reputation and trust of their consumers. ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia. For more information about ProMach, visit http://www.ProMachBuilt.com and for more information on ProMach Careers, visit http://www.ProMachCareers.com.

JOB DESCRIPTION:

The Aftermarket Sales and Services 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 Aftermarket Sales and Services Director will ensure that monthly targets for estimates and bookings are aggressively maintained to support the overall revenue targets. The ideal candidate will possess 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 General Manager in the Waukesha, WI facility and will work in close collaboration with the ProMach Primary Packaging Aftermarket Director.

Job Duties

• Develop and oversee the complete implementation of Life Cycle Management solutions including retrofits, options & upgrades, maintenance contracts, service, and spare parts.
• Develop an annual budget and staffing requirements for all Aftermarket 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, purchasing, supply chain, training solutions.
• Effectively manage Aftermarket sales by prioritizing, scheduling and delegating work assignments to ensure completion of all work and projects.
• Ensure continuous improvement of Aftermarket 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 (Syteline ERP, Syteline CPQ, Syteline Field Service, 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, 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 at Federal 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 in order to effectively analyze customer requirements and promote company parts/service products to meet those requirements.
• Oversee the field service office to ensure customer satisfaction through customer machinery support and excellent customer communication.
• Continuous improvement of the field service technician competency to achieve the highest level of customer satisfaction.
• Oversee field service technician and tech support training requirements to insure Zalkin has the highest-level skilled tech support resources and service technicians.
• Maximize customer satisfaction by ensuring all customer complaints after the machine SAT are being duly and promptly addressed by technical support & field service teams.
• Secure closing of the punch list after customer SAT.
• Solicit customer feedback to maintain strong connection to customer expectations including activities around industry 4.0: 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.

Sales & Marketing

• Develop an annual strategic Aftermarket sales and marketing plan.
• Leverage the Salesforce CRM to launch Aftermarket marketing campaigns focused on driving revenue growth.
• Plan, direct and coordinate the Aftermarket sales and marketing efforts including prompt & accurate quoting, bookings, advertising plans, forecasts, proactive activity and market analyses/research for all Aftermarket revenue streams.
• Prepare and conduct presentations promoting Federal 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 multimachine users, program for Preferred Service and Maintenance Contracts, customer follow-up regarding service support, recommended spare parts lists, maintenance and customer support in HMI, etc.
• Leverage ProMach Business Intelligence (BI) to make improvements to business processes, identify revenue opportunities, and to counter threatening competitor gains.

QUALIFICATIONS:

• Minimum 5 years prior management experience of personnel required.
• Bachelor’s Degree in engineering or technical field.
• 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 at least 25% of the time.
• Ability to successfully handle a multi-tasked role.
• Excellent written, oral communication and presentation skills.

BENEFITS: Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan and a wellness program. There is no waiting period for benefits – you are eligible on your first day of employment.

Pro Mach is an Equal Opportunity Employer. Pro Mach utilizes E-Verify to verify employment eligibility of new hires to work in the United States. Pro Mach is a drug-free workplace.

Qualifications

Skills

Preferred

Customer ServiceAdvanced

Behaviors

Preferred

Leader: Inspires teammates to follow them Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well :

Motivations

Preferred

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization :

Education

Experience

Licenses & Certifications