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Aftermarket Sales and Service Director

ProMach • Corona, CA
9 days ago

Engineered for unprecedented speed, flexibility, efficiency, and cleanliness, Pacific manufactures durable and hygienic liquid filling and capping machinery for dairy, juice, water, food, chemical, coatings, and pharmaceutical companies worldwide. Pacific is also a global innovator of customized extended shelf life solutions. As part of the ProMach Filling & Capping business line, Pacific helps our packaging customers protect and grow the reputation and trust of their consumers. ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia. For more information about ProMach, visit http://www.ProMachBuilt.com and for more information on ProMach Careers, visit http://www.ProMachCareers.com.

 JOB DESCRIPTION

Pacific is seeking a Director of Life Cycle Management (LCM) to join their team. Reporting to the Vice President/General Manager, the LCM Director will lead a professional team of aftermarket project managers, aftermarket sales reps, technical experts, customer service representatives and field service technicians, ensuring customers receive prompt and best in class support over the lifetime of the equipment.  The LCM Director will ensure that monthly targets for estimates and bookings are aggressively maintained to support the overall revenue targets.   The ideal candidate will possess strong knowledge of the packaging industry, demonstrate the ability to model customer service excellence, train others and create new sources of aftermarket revenue.   The position reports to the General Manager in the Corona, CA facility and will work in close collaboration with the ProMach Primary Packaging Aftermarket Director.

A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is expected. Reporting to the position will be: aftermarket manager, field service coordinator, and field service technicians.

 RESPONSIBILITIES:

 General

  • Develop and oversee the complete implementation of Life Cycle Management solutions including retrofits, options & upgrades, maintenance contracts, service, and spare parts.
  • Develop an annual budget and staffing requirements for all LCM departments.
  • Manage department expenses in accordance with annual budget.
  • Effectively ensure all the support services are provided and meet customer expectations: Product technical support, field service, purchasing, supply chain, training solutions.
  • Effectively manage LCM sales by prioritizing, scheduling, and delegating work assignments to ensure completion of all work and projects.
  • Ensure continuous improvement of LCM order to cash core process.
  • Effectively interface with internal company departments including manufacturing, accounting, human resources, project management, shipping, purchasing, and engineering to address and resolve issues as well as to implement process improvements.
  • Develop short and long-range goals and objectives for the Parts/Service departments that effectively support the overall goals and objectives of the company.
  • Participate in the development and agility of the company via IT systems (Syteline ERP, Syteline CPQ, Syteline Field Service, Salesforce Service Cloud and Salesforce CRM)
  • Develop and maintain close working relationships with the other departments including Engineering, Purchasing, Production, and Machinery Sales so that accurate delivery times are established, tracked, and so that proper intervention and/or prioritization is established to maximize on time delivery of orders.
  • Track response time and time to close a customer complaint or known issue and hold team accountable for results and performance.
  • Develop and Communicate KPIs allowing the management of activities, the achievement of objectives and the implementation of a continuous improvement process.
  • Work with appropriate counterparts to develop a training program. This should include service technicians as well as customer service representatives.
  • Drive continuous improvement based on customer and team feedback.
  • Optimize processes to streamline costs.
  • Ensure the smooth execution of projects from manufacturing completion through site acceptance testing and commissioning of new equipment.

Customer Service

  • Deliver world-class service to customers: training, maintenance, technical assistance, 24-hour support, spare parts sales, service estimates, and assistance scheduling.
  • Develop positive relationships with customers in order to effectively analyze customer requirements and promote company parts/service products to meet those requirements.
  • Oversee field service activity to ensure customer satisfaction through competent technical support and excellent customer communication.
  • Continuous improvement of the field service technician competency to achieve the highest level of customer satisfaction.
  • Oversee field service technician and tech support training requirements to insure Pacific has the highest-level skilled tech support resources and service technicians.
  • Maximize customer satisfaction by ensuring all customer complaints after the machine SAT are being duly and promptly addressed by technical support & field service teams.
  • Secure closing of the punch list after customer SAT.
  • Solicit customer feedback to maintain strong connection to customer expectations.
  • Drive prompt issue resolution with support of the technical department when needed.
  • Maintain a best in class customer interface system as the point of entry for customer complaints or requests throughout the product life cycle.

Sales & Marketing

  • Develop an annual strategic LCM sales and marketing plan.
  • Leverage the Salesforce CRM to launch LCM marketing campaigns focused on driving revenue growth.
  • Plan, direct and coordinate the LCM sales and marketing efforts including prompt & accurate quoting, bookings, advertising plans, forecasts, proactive activity and market analyses/research for all LCM revenue streams.
  • Prepare and conduct presentations promoting Pacific products and services.
  • Negotiate customer contracts including service contracts, supplier agreements, and maintenance contracts.
  • Establish a process to ensure a 3-month rolling forecast with continuous improvement.
  • Drive revenue growth with proactive initiatives: follow-up of parts quotations, format/presentation of quote materials, program for centralized/consolidated parts for large multimachine users, program for Preferred Service and Maintenance Contracts, customer follow-up regarding service support, recommended spare parts lists, maintenance and customer support in HMI, etc.
  • Leverage ProMach Business Intelligence (BI) to make improvements to business processes, identify revenue opportunities, and to counter threatening competitor gains.

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

  • 8-10 years’ experience in manufacturing operations, which could include, engineering, quality, manufacturing, or production in a design-to-build environment.
  • Bachelor’s degree in Engineering and equivalent work experience.
  • Engineering understanding of machined and fabricated parts as well as understanding of machinery and electrical assembly practices.
  • Strong leadership skills and prior oversight of budgets/P&L’s
  • Previous sales and customer management experience required
  • Knowledge and experience in packaging machinery preferred.
  • Ability to analyze and appropriately determine schedule priorities and how they relate to the engineering department as well as manufacturing and assembly.
  • Familiarization of lean practices and methodologies.
  • Excellent verbal and written communication skills, including presentation skills.
  • Excellent computer skills (Microsoft Office – Word/Excel, AutoCad, SolidWorks) and knowledge of MRP/ERP systems.
  • Excellent interpersonal skills and ability to successfully handle a multi-tasked role.
  • Results-oriented, resourceful, self-motivated, professional etiquette, customer-service-oriented with the demonstrated ability to lead, coach and inspire others to the same behaviors.
  • Analytical thinker and passion for root-cause problem solving.
  • Works effectively, collaboratively, and respectfully in a team environment. Comfortable in cross-functional roles.
  • Dependable, honest, ethical, and reliable. Able to carry out tasks autonomously and collaboratively.
  • Must be willing to work extended hours to support staff and able to travel at least 25% of the time

BENEFITS

Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), a management incentive compensation plan, very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan with a company match and a wellness program. There is no waiting period for benefits – you are eligible on your first day of employment.

Pro Mach is an Equal Opportunity Employer. Pro Mach utilizes E-Verify to verify employment eligibility of new hires to work in the United States. Pro Mach is a drug-free workplace.