Director After Sales and Services

Scientific Products an ATS Life Sciences Company is searching for a Director After Sales & Services

At ATS, a $2.2B publicly traded global enterprise with a proud 40-year history, we are helping advance the future with our factory-wide automation solutions.  Within Life Sciences, what we do matters – it matters to our employees, customers, and our shareholders. We focus on the Life Sciences industry with a wide array of pharmaceutical development and production equipment.  Equipment uptime and reliability are top priorities of our customers when they are choosing lab and production equipment due to the high value and critical to patient nature of the products they produce.  This makes our ability to deliver outstanding after sales and field services support critical to our customers’ operations and their mission to provide life-saving pharmaceuticals to their customers. 

The Director After Sales & Services, SP Industries will be the functional owner of global After Sales and Services for SP Industries. This strategic operational leadership position will have ownership of all activities in alignment with the Global After-Sales and Service strategy within SP Industries.  The position will also sit on the ATS Global Services team to coordinate across all ATS global services teams and share best practices. The role will provide leadership by example in the adoption of streamlined processes, KPI implementation, customer focus, pipeline management and problem-solving. The successful candidate must have experience in a fast paced, dynamic environment leading both commercial and operational global teams to success.  
 

RESPONSIBILITIES: 

• Lead the Front End (FE) and Back End (BE) of SP Industries segment after-sales and service business in-line with agreed upon processes. 
• 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.
• Work with and influence new product development to improve serviceability and preventative maintenance monitoring as well as enabling greater after sales service/ upgrade opportunities.  
• 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, 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 SP Industries 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. Develop and implement new service and aftermarket products, upgrades and offerings in support of growth initiatives.  

HEALTH, SAFETY, & ENVIRONMENT: 
All managers are responsible for creating a positive safety culture and maintaining a safe and healthy workplace. It is the responsibility of each manager to ensure that employees receive regular training regarding health, safety and environmental matters.  Each manager is also accountable to ensure that HSE matters are addressed in a timely manner and that compliance with both legislative and corporate requirements are maintained.
Manager responsibilities for Health, Safety and Environment include:

• Demonstrate leadership in Health, Safety and Environment compliance
• Hold team members accountable for health, safety and environmental compliance as part of the annual performance review process
• Ensure that the requirements of the health, safety and environment management system are implemented and maintained
• Carry out hazard assessments, inspections, and audits as required by legislative framework and/or corporate requirements
• Ensure that training is provided to all departmental employees are per established training matrix
• Implement appropriate corrective measures for unsafe conditions and unsafe acts
• Ensure that appropriate equipment, materials and protective devices are provided and maintained in safe condition
• Provide information, instruction and supervision to employees 
• Take every precaution reasonable in the circumstances for the protection of employees

QUALIFICATIONS:    

• 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 and understanding of pharma industry 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 Microsoft Dynamics a plus, and/or other CRM’s. 
• Strong influence and communication skills