Director, After Sales & Service

Job Description

The Director, After Sales and Service will execute all activities in alignment with the Global Life Sciences Systems, After-Sales and Service strategy and the division’s operating scope.  

RESPONSIBILITIES: 

• Lead the front end (FE) and back end (BE) of the division’s after-sales and service business in a coordinated and effective manner, in line with the agreed upon processes.
• Manage proactive talent development of your team and ensure individual, team, and divisional goals and KPI’s are met.
• Directly, and through your team, proactively articulate and deliver value added service solutions to our customers through the life cycle of their equipment.
• Work in coordination with the capital expenditure (CAPEX) program managers and key account service leaders (KASL) to provide an aligned approach to our customers and maximize opportunities. 
• Integrate the division’s service team with the global FE processes, including regular and robust pipeline reviews, service capture calls and KPI governance and asset analysis.
• Develop performance measurement tools and visual aids, including a performance metrics wall. 
• Ensure the comprehensive use of the company customer relationship management (CRM) system (Salesforce) for all customer interactions and department activities. 
• Manage customer complaints, root cause analysis and corrective actions through stages of the gate process and lead escalation meetings to the satisfaction of our customers. 
• Responsible for departmental budgeting, performance reviews and forecasting. 
• Maintain service records and document trends in warranty issues. 
• Ensure the creation of spare parts lists for equipment built at the division and utilize private labeling.
• Solve disputes, warranty problems, incomplete items and any other matters that create an accounts receivable issue with the customer. 
• Conduct employee performance evaluations, recommend salary adjustments and initiate personnel actions such as promotions, transfers, discharges and disciplinary measures. 
• Interview and select applicants based on their technical qualifications and suitability for positions in his/her department when hiring new personnel. 
• Maintain a cooperative working relationship with your counterparts in other ATS divisions. 
• Hold daily team huddles, weekly governance reviews and monthly communications with your team and cascade performance expectations from the global service leadership. 
• 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 division and global meetings/functions as needed.

Additional Information

QUALIFICATIONS:

• A diploma or degree specializing in a technical field, preferably mechanical/electrical engineering.
• A minimum of ten (10) years of experience in operations and/or service leadership with a focus on lean process management.
• Two (2) years+ leading a small to medium size business unit with profit and loss (P&L) responsibility.
• 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 Salesforce a plus or other CRM experience.
• Familiarity of fabrication and assembly processes, including inspection tools.
• Familiarity of material handling equipment. 

PHYSICAL DEMANDS:

• The employee may be required to stand, walk, push, pull, reach overhead, and bend to the floor.
• Exert up to 50 pounds of force occasionally, and/or exert up to 10 pounds of force frequently.
• Visual acuity – Normal requirements for reading written instructions and computer screens.
• Hearing ability – Normal requirements for understanding verbal instructions.
• Working conditions – The employee is subject to a normal office environment with occasional exposure to high noise levels and/or physical hazards when visiting the manufacturing floor.
• Capable of wearing appropriate related PPE for extended periods of time.

We are an equal employment opportunity employer. All applicants considered are subject to a pre-employment screening.

We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

Being authorized to work in the U.S. is a precondition of employment.  Our company is not able to provide sponsorship to candidates wanting to work legally in the United States and needing an H1-B Visa.