After Market Sales and Service Manager


Job Details

After Market Sales and Service Manager

Rialto, California

07/28/2021

41655

Direct Placement

Job Description



Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.

Position Title:  After Market Sales and Service Manager

 

Reports to:       Director of Sales

 

Job Status:       Full Time and Exempt

 

Summary: (Brief, concise statement of expected results: the reason the position exists):

Reporting to the Director of Sales, the After Market Sales & Service Manager 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 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 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. The After Market Sales & Service Manager is also responsible for the revenue

generation and negotiation processes with customers for the implementation of service, including

customer training, spare part sales and PM agreements.

 

The position reports to 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. A wide degree of creativity, latitude, resourcefulness, tactical and strategic initiative is

expected.

 

Education:

Bachelor’s degree in Business, Engineering or a Technical discipline.

 

Experience:

8-10 years’ experience in manufacturing operations, which could include, engineering,

quality, manufacturing, or production in a design-to-build environment.

Previous sales and customer management experience required

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.

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)

 

We Value

Experience leading teams in technical support of food packaging machinery, preferred.

Experience in field service focusing on mechanical aptitude, electronics, pneumatics, and

PLC controls.

 

Knowledge, Skills, and Abilities: (These are things the candidate should possess before

being hired, i.e., computer skills)

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

 

Duties and Responsibilities: (List the essential functions of the position, i.e., what

incumbent is required to do, not how it is done)

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.

Solicit customer feedback to maintain strong connection to customer expectations

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

 

Travel:

Regular travel required

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable an individual with disabilities to perform the essential

functions of this position.

While performing the duties of this position, employee is occasionally required to stand; walk; sit;

use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb

stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee

may lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision,

distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The individual must have a high level of comprehension and a high level of general, verbal, and

numerical intelligence.

 

Work Environment:

The environment is both office and manufacturing. In the manufacturing environment, the

employee will be exposed to typical hazards of noise, flying debris, and overhead hazards

requiring the use of proper PPE (Personal Protective Equipment). Position requires extensive

traveling and a valid driver's license.