Aftermarket Sales & Service Director

At ProMach, we’re looking for people who want to shine. You’ll have opportunities to take your career in the direction you want. You can be creative. Strategic. Persuasive. Influential. Mechanical marvel. Customer service authority. Meticulous. A closer. A futurist.

You’ll be challenged and rewarded. Improve our customers’ packaging performance and efficiency every day. Help build the future of packaging automation. We’re proud of that and hope you will be too.

Do we have your attention? Keep reading.

Axon’s Lifecycle Management Director will lead a professional team of managers, 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 a 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 VP & General Manager of Axon and is on site at the Raleigh, NC facility. The position will be in close collaboration with the Director of Global Aftermarket Sales and Service.

Are you passionate about this work?

• Develop and oversee the complete implementation of Life Cycle Management solutions including retrofits, options & upgrades, maintenance agreements, 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, and 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.
• Escalate non-conformities or design issues in a timely manner and secure the issue resolution plan until completion.
• 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 (ERP, Tableau, Salesforce Service Cloud, and Salesforce CRM).
• Develop and maintain close working relationships with the other departments including Engineering, Purchasing, Production, Project Management, and Machinery Sales so that accurate delivery times are established and tracked, and so that proper intervention and/or prioritization is established to maximize on-time delivery of orders.
• Develop and maintain a process for completing comprehensive root cause analysis to eliminate repeat issues.
• 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 through SAT in collaboration with the dedicated Project Manager.

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 to analyze customer requirements and promote company parts/service products to meet those requirements more effectively.
• Oversee the field service office to ensure customer satisfaction through customer machinery support and excellent customer communication.
• Continuous improvement of the field service technician’s competency to achieve the highest level of customer satisfaction.
• Oversee field service technician and tech support training requirements to ensure the highest-level skilled tech support resources and service technicians.
• Secure closing of the punch list after customer SAT.
• Maximize customer satisfaction by ensuring all customer complaints after the machine SAT are being duly and promptly addressed by technical support & field service teams.
• Solicit customer feedback to maintain strong connection to customer expectations including activities around the industry and predictive maintenance and virtual support services.
• 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.
• 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 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 multi-machine users, program for Preferred Service and Maintenance Contracts, customer follow-up regarding service support, recommended spare parts lists, maintenance, and customer support in HMI.
• Leverage ProMach Business Intelligence (BI) to make improvements to business processes, identify revenue opportunities, and to counter threatening competitor gains.

What’s in it for you?

There's no monopoly on innovative ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits – you are eligible on your first day of employment!

If this sounds like you, we want to connect!

• Minimum 5 years prior management experience of personnel required.
• Bachelor’s Degree in engineering or technical field preferred.
• Strong technical knowledge of packaging and/or capital equipment required.
• Must have strong leadership skills and prior oversight of budgets/P&L’s.
• Ability to interface effectively with customers and internal departments.
• Previous sales and customer management experience required.
• Self-motivated, sense of urgency, personable, customer-focused, and well organized.
• Willing and able to travel 10% of the time.
• Ability to successfully handle a multi-tasked role.
• Excellent written, oral communication, and presentation skills.

Pro Mach, Inc was named to the Inc. 5,000 list of the fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities.

We have the rewards, opportunities, and the market strength of a large organization combined with the entrepreneurial culture of a small, fast-paced company. You will enjoy the benefits of working with a growing company that competes globally with the personal touch and feel of a smaller company where you can make an impact every day.

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

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.