This position is responsible for managing the company’s growing Aftermarket Services that includes Customer Support Services, Maintenance Services and other innovative products. This is a leadership position that reports to the President/CEO. This position is directly responsible for creating new strategies and executing existing initiatives that will result in the continued growth of the Customer Support Business and managing Maintenance Services and other aftermarket products throughout this
Highly motivated, project minded, personable and customer focused person to run the Customer Service Business that includes managing the Commercial Service Team, Service Engineers, Regional Field Service Managers and Service Technicians. This person is responsible for managing all the service activities of the Company’s equipment from entry into field operation.
Major Duties and Responsibilities:
· Responsible for managing the company’s Service Business with focus on growing the aftermarket revenues and customer satisfaction.
· Take leadership with customers to build strong relationship and resolve issues promptly to maintain high customer loyalty.
· Develop and implement an annual Aftermarket Business Plan that sets goals, objectives and roadmaps for accomplishing them.
· Create process flows and implement efficient team organization best at handling customer requirements.
· Develop service offers that include among other services the product upgrades, repairs and parts sales, service calls and service visits. Build service programs as good profit centers.
· Lead and drive and provide guidance to the aftermarket teams to grow our Service Contract business with revenue from our existing installations.
· Lead our internal teams to develop and maintain a well-organized customer’s fleet data base and maintain our CRM and Sales Force with up-to-date accurate information.
· Maintain customer accounts with
· Research latest innovations in customer service programs that includes auto entry and logging of customer service issues, reporting problems, resolutions in a common knowledge base.
· Develop and implement Remote Technical Service (Virtual Service Assistant) with customers.
· Establish metrics to report the effectiveness and success of the aftermarket service business and our support service and support teams.
· Perform risk assessments and establish the required adequate spare parts and technical resources required to effectively always support our customers.
· Other duties as requested by the company’s Management.
· Manage Customer Surveys and Reliability Meetings and report on Top 10 Customer issues.
· Direct internal production of service info letters and service bulletins to update our customers and solicit their business.
· Organize customer group webinars and regional conference and lead presentations and group discussions to gain their confidence and loyalty.
· Attend trade conferences and industry forums to present and network with our customers to generate new aftermarket sales revenues and secure their confidence and loyalties.
Qualifications:
· Bachelor of Science in engineering or equivalent
· Demonstrated experience leadership ability to lead commercial service teams and technical staff.
· Knowledge of industrial products.
· Demonstrated success in leading and growing the aftermarket sales revenues.
· Previous experience in manufacturing, services, or higher technologies.
· Excellent interpersonal, written, and oral communication skills.
· Proven ability to develop team environment with co-workers and partners.
· Proven leadership and results driven while being personable and approachable.
· Energizes people through sharing ideas, coaching and leading by example.
· Writes good reports on aftermarket activities and customer issues.
· Leads reliability meetings and develops product improvement.
· Working in a dynamic environment with high numbers of customers.
· Extensive time on the phone or in direct communications
· Extensive time managing remotely located service technicians and field service engineer.
· Travel required in certain circumstances up to 30% of time.
Pay: $110,000.00 - $120,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Retirement plan
Work Location: Hybrid remote in Plattsburgh, NY 12901
