After Market Sales & Service Manager

Rialto, CA 92376

Posted: 10/26/2022 Industry: Internal Job Number: 43686 Pay Rate: $0.00-1.00

Job Description

Plastics Manufacturer has an opportunity for an After Market Sales & Service Manager to join their team. The ideal candidate will have 8-10 years of experience in manufacturing operations and

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 Director of Sales and will work with all the departments involved and acts as the key liaison with the Company s Market Directors to coordinate and ensure packaging materials are successfully integrated with all machinery activities to support and drive the Company s System Sales. They will possess a wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative.

Position: Direct Hire

Location: Rialto, Ca

Pay: Depending on Experience

Shift: 1St Shift

What Do You Need to Qualify?

  • Bachelor s degree in Business, Engineering or a Technical discipline.
  • 8-10 years experience in manufacturing operations, which could include, engineering,
  • Quality, manufacturing, or production in a design-to-build environment.
  • Willingness to accommodate up to 30% travel (as needed)
  • Previous sales and customer management experience required.
  • Experience with customer relationship management best practice including software Automation, metrics, and workflows.
  • Proven capability to collaborate with all levels of the organization.
  • Demonstrated ability to be highly organized, creative, motivated, self-starter, strong problem solver with excellent written and oral communications and presentation skills.
  • Demonstrated strong negotiation skills.
  • Demonstrated ability to prioritize, multi-task, and perform effectively under pressure.
  • Demonstrated project management skills that assured project outcomes are achieved on time and on budget.
  • Willingness to accommodate up to 30% travel (as needed)
  • Ability to analyze and appropriately determine schedule priorities and how they relate to all departments included in roll out.
  • Proven track record of dynamic leadership with previous team management experience in a customer-facing organization is required

What Does a Day in Role of a After Market Sales and Service Manager look like?

  • Will lead a professional team of aftermarket sales reps and field service technicians, ensuring customers receive prompt and best in class support over the lifetime of the equipment.
  • The focus of the After Market Sales & Service Manager is to analyze, define, implement, and manage the technical service process and procedures, with the aim of increasing customer satisfaction.
  • Responsible for the revenue generation and negotiation processes with customers for the implementation of service, including customer training, spare part sales and PM agreement

Duties and Responsibilities:

  • Strategic leader for a team of After Market Sales & Technical Field Service Specialists
  • Establishing team direction, schedules, and key objectives in support of customer installs, remote and field support, and training on the Company s machines
  • Develop processes, procedures, and documentation for the After Market & Service organization.
  • Drive service and parts revenue and develop metrics to measure key performance indicators internally and externally with customers.
  • Develop a comprehensive understanding of the customer s industry business challenges and objectives to address their needs.
  • Serve as a customer advocate in driving industry best practices and the evolution of product and platform functionality, training and support services integral to the customer's success.
  • Develop and maintain long-term relationships with stakeholders by networking between customers and internal resources.
  • Key liaison between WLI operations, engineering, accounting and sales team and the customer.
  • Communicate technical updates (i.e., service bulletins) to customers and advocate for complaint resolution.
  • Responsible for preparing and providing accurate service quotations, available service schedules to the customers, and creating accurate and timely service expenses for invoicing.
  • Partners with Engineering in a Concurrent Engineering culture in new product development and support of existing machines in the field,
  • Responsible for coordinating with Sales and the customer to ensure that adequate products and packaging materials are available for the Factory Acceptance Test (FAT)
  • Ensures the machine is ready for customer Factory Acceptance Test (FAT), performs the FAT with the customer and provides and follows up promptly on post FAT action items
  • Responsible for managing the Pilot Plant operations and ensuring a safe, productive and lean environment.
  • Ensures all service personnel follow company GMP s (Good Manufacturing Practices), sanitation, prerequisite programs, chemical control, and food safety plans, WLI policies and Customer s policies
  • Analyze service and part sales trends and collaborate with other departments to implement programs to capture and/or recapture service and part sales revenue
  • Develop and oversee the complete implementation of programs/solutions including retrofits, options & upgrades, maintenance contracts, service, and spare parts.
  • Track response time and time to close a customer complaint or known issue and hold team accountable for results and performance.
  • Deliver world-class service to customers: training, maintenance, technical assistance, 24- hour support, spare parts sales, service estimates, and assistance scheduling.
  • 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.
  • Negotiate customer contracts including service contracts, supplier agreements, and maintenance contracts.
  • Drive prompt issue resolution with support of the technical department when needed.
  • Drive revenue growth with proactive initiatives: follow-up of parts quotations, format/presentation of quote materials.
  • Customer follow-up regarding service support, recommended spare parts lists, maintenance and customer support etc.
  • Additional responsibilities as deemed necessary by supervisor

Knowledge, Skills, and Abilities:

  • Understanding of machined and fabricated parts as well as understanding of machinery and electrical assembly practices.
  • Knowledge and experience in packaging machinery preferred
  • 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.
  • Skilled in managing, leading, coaching, training and developing a customer-facing technical team
  • Ability to partner with the customer to establish deployment objectives and success criteria and help them develop a plan to achieve those objectives
  • Ability to relate to customers with varying levels of technical skills and understanding
  • Ability to work in a fast-paced cross-functional organization and balance priorities
  • Advanced writing skills with a technical writing background
  • Highly skilled in reading blueprints, engineering drawings, and electrical schematics
  • Excellent communication skills (verbal and written)
  • Good data analysis skills to identify trends in service and part sales activities
  • Must be knowledgeable of basic OSHA workplace safety standards which include but are not limited to PPE, ladder safety, lockout tag out, electrical tool safety, etc.
  • Ability to effectively deal with internal and external customers, some of whom will require patience, tact, and diplomacy, collect accurate information and solve customer concerns
  • Knowledgeable of statistical process control (SPC)
  • Advanced knowledge of Microsoft Office programs include WORD, Excel, Power Point and Project
  • Basic understanding of the concepts of Lean Manufacturing and Six Sigma
  • Experience leading teams in technical support of food packaging machinery, preferred.
  • Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and PLC controls.



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