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ATS Company:  ATS Automation Tooling Systems
Requisition ID:  4326

Cambridge, ON, CA, N3H 4R7

Date:  Jul 16, 2021

Division Director, After Sales & Service (Life Sciences)


Job Description

The Division Director, After Sales & Service will execute all activities in alignment with the Global After-Sales and Service strategy and within the division’s operating scope. This role will provide leadership by example in the adoption of streamlined processes, KPI implementation, customer focus, pipeline management, technical aptitude and exceeding performance goals. The successful candidate must have experience in a fast paced, dynamic environment leading a business unit with P&L responsibility to drive ambitious growth initiatives for our after sales and service department.

The director will be responsible for both the commercial and operational excellence for post installation contracts.   As well, the director will be a key participant and influencer for the development of new service programs and products.   
•    Responsible for the successful attainment of sales (bookings) through the development of strategic account plans and by clearly articulating the value proposition throughout the equipment life cycle to the customer. 
•    Work in co-ordination with the ATS Equipment (CAPEX) account, directors and program managers to provide a coordinated approach to our customers to maximize opportunities
•    Participate and lead workshops and breakthrough initiatives to drive innovation and new product development 
•    Advocate strong project management foundations and principles to drive best practice and consistent, repeatable project execution within budgeted cost and timeline.  
•    Drive efficiency through monitoring, tracking and negotiation to drive labour and cost reduction on projects to maximize financial performance.   
•    Integrate and coordinate with the global service organization, regional service networks, approved service providers and other divisions to collaborate and coordinate on key accounts and projects that span multiple divisions and geographic regions.  
•    Develop and leverage our customer satisfaction surveys and KPI’s to drive focused customer support, conduct root cause analysis and corrective actions. 
•    Facilitate resolution of contract disputes, warranty problems and account receivable issues. 

The director will continue to champion the organization design, recruitment, and daily governance to support a high-performance team.   The candidate will lead by influence with both the Global Services organization and the divisional Cambridge team.          
•    Hold daily team huddles, weekly governance reviews and monthly communications with the team and cascade performance expectations from the divisional and global service leadership. 
•    Drive governance for monthly business reviews, quarterly updates and contract approvals with both the Global and divisional leadership teams.   Endorse strong and robust pipeline reviews, KPI governance and asset analysis.    

Evolve and drive operational effectiveness and process improvement by leveraging the ATS Business Model (ABM)
•    Develop and enhance performance measurement tools and daily visual metrics.  
•    Manage root cause analysis and corrective actions through the stages of the value stream map.
•    Coach and mentor team on continuous improvement philosophies and tools.  
•    Track and demonstrate impact of the continuous improvement initiatives. 

Additional Information

•    A diploma or degree specializing in a technical field, preferably mechanical/electrical engineering.
•    A minimum of 10 years’ of experience in operations and/or service leadership with a focus on lean process management, maintenance and / or project management
•    2 years+ leading a small to medium size business unit with P&L responsibility. 
•    Excellent sales and customer relationship management skills are essential.  Experience with strategic account planning preferred.
•    Experience with applying digital tools and platforms to enhance customer experience – eCommerce, augmented reality, virtual reality, AI – would be considered at asset for this role
•    Computer knowledgeable with such programs as Windows, Excel, Word, MS Outlook, Adobe, etc. 
•    Good knowledge of CRM’s (SalesForce) and / or Cloud based service systems (Oracle Service Cloud)
•    Familiarity with automated systems, controls and robotics
•    Six sigma or lean manufacturing  

Join the Winning Team at ATS Automation, a great place to automate your future! Take your place among the best in the business, and grow your career with the Life Sciences division at ATS Automation. Join an environment where a passion for innovation is combined with an uncompromised commitment to quality.

We attract some of the most talented and motivated individuals from a range of fields, with our global offering and growth opportunities as we expand on a global scale.



Why Join ATS?​

  • Be a part of a global organization that is a leader in its industry
  • Subsidized breakfast and lunch daily; free gourmet beverages - coffee, tea and hot chocolate. Plus, Treat Day is every other week!
  • Monthly “In-Chair Massage” clinic on-site with a Registered Massage Therapist
  • Ability to participate in a variety of charitable events
  • Social Club that offers BBQs and other social events throughout the year
  • Work with other bright, talented people and discover opportunities for professional growth
  • And much more!

ATS is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessary.

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