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ATS Company:  ATS Automation Tooling Systems
Requisition ID:  7657
Location: 

Charlotte, NC, US, 28217 Parma, PR, IT, 43122 Cambridge, ON, CA, N3H 4R7

Date:  Nov 24, 2022

Global Director, After Sales & Services

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Position Title: Global Director After Sales & Services, Products & Food Technology
Department:   Global After Sales & Services
Reports To:    SVP, After Sales & Service. Matrix report to President, Products & Food Technology
Location(s):    Open, with preference to Cambridge, ON Canada; Charlotte, NC USA; Parma, Italy; Remote-USA in close proximity major airport and on EST
Travel:             Up to 40%

Job Description

The Director After Sales & Services, Products & Food Technology will be the functional owner of global After Sales and Services for the ATS Products & Food Technology segment. This strategic operational leadership position will sit on both the Global Services and Products & Food Technology leadership teams and will have ownership of all activities in alignment with the Global After-Sales and Service strategy within Products and Food Technology.  The  role will provide leadership by example in the adoption of streamlined processes, KPI implementation, customer focus, pipeline management, technical aptitude, M&A integration and exceeding performance goals. The successful candidate must have experience in a fast paced, dynamic environment leading both commercial and operational global teams to success.  

 

RESPONSIBILITIES: 
•Develop a strategic plan, and roadmap for implementation to drive consistent growth in our aftermarket portfolio across the segment.  
•Maximize the efficiency of our internal and global services resources through the implementation of robust processes, the use of our continuous improvement business system (ABM), and the development and implementation of our toolset to maximize the impact on customers.
•Lead the Front End (FE) and Back End (BE) of the Products & Food Technology segment after-sales and service business in-line with agreed upon processes. 
•Directly, and through a matrixed team, pro-actively articulate and deliver value added service solutions to our customers through the life cycle of their equipment.
•Leverage and implement standardized global processes 
•Develop and leverage our customer feedback and KPI’s to drive focused customer support, conduct root cause analysis and corrective actions. 
•Develop performance measurement tools and visual aids, focused around delivering profitable growth to the business through world-class service and support to customers.
•Ensure the comprehensive use of the company CRM (example: Sales Force) for all customer interactions and department activities. 
•Act as the escalation point for all Products and Food Technology service issues or customer complaints, and work them through to resolution with root cause analysis and corrective actions.
•Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct. 
•Act as facilitator/participant in site and global meetings/functions as needed.

Additional Information

QUALIFICATIONS:    

 

Education:    
•A diploma or degree specializing in a technical field, preferably mechanical/electrical engineering.

 

Experience:
•A minimum of 10 years’ of experience in operations and/or service/aftermarket leadership with a focus on lean process management.
•Previous experience working in the custom automation equipment business or food and beverage packaging and/or processing preferred
•Excellent sales and customer relationship management skills are essential.
•Computer knowledgeable with such programs as Windows, Excel, Word, MS Outlook, Adobe, etc. 
•Good knowledge of Sales Force a plus, and/or other CRM’s. 
•Strong influence and communication skills


Nearest Major Market: Charlotte

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