Division Director, After Sales & Service

schaumburg, IL

Post Date: 06/29/2017 Job ID: KP11179 Industry: Manufacturing/Engineering

The Division Leader, After Sales & Service will execute all activities in alignment with the Global After-Sales and Service strategy and their division’ s operating scope.



RESPONSIBILITIES:

  • Lead the Front End (FE) and Back End (BE) of our division's after-sales and service business in a coordinated and effective manner.

  • Motivate and lead your team to meet their individual, department and division goals. Manage a pro-active talent development plan for your team

  • Pro-actively develop and deliver value added solutions to our global customer base from our life cycle support portfolio of standard service products.

  • Work in co-ordination with account and program managers to provide an aligned approach to our customers.

  • Ensure appropriate divisional drive and oversight of global service resources at customers.

  • Integrate the division’ s service team with the global FE processes, including:

    pipeline reviews, Service capture calls and pre-shipment solution selling.

  • Integrate the division’ s service team with global BE processes, including: the use of regional techs where it adds value and the implementation of standard processes.

  • Develop and leverage our customer satisfaction surveys to conduct root cause analysis and take corrective actions.

  • Develop performance measurement tools and visual aids; including a performance metrics meeting room.

  • Ensure the comprehensive use of the company CRM for all Front End (FE) and Back End (BE) activities and customer interactions.

  • Manage customer complaints through CAR database and lead eliminator meetings to the satisfaction of our customers.

  • Expedite Customer related challenges in an efficient and professional manner utilizing world class processes.

  • Responsible for departmental budgeting, performance reviews and forecasting.

  • Maintain service records and document trends in warranty issues.

  • Ensure the creation of spare parts lists for equipment built . Introduce private labeling.

  • Solve disputes, warranty problems, incomplete items and any other matters that create an accounts receivable issue with the customer.

  • Conduct employee performance evaluations, recommend salary adjustments and initiate personnel actions such as promotions, transfers, discharges and disciplinary measures.

  • Interview and select applicants based on their technical qualifications and suitability for positions in his/her department when hiring new personnel.

  • Maintain a cooperative working relationship with your counterparts in other divisions.

  • Hold daily team huddles, weekly governance reviews with global service leadership and monthly communications with their departments.

  • Ensure that all business activities are performed with the highest ethical standards and in compliance with the Code of Business Conduct.

  • Act as facilitator/participant in company meetings/functions as needed.

  • Maintain, train, and improve upon existing ISO standards and systems.

  • Other duties as assigned



    (Health, Safety, & Environmental):

  • Work in compliance with divisional Health, Safety, and Environmental Procedures.

  • Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through Lockout-Tagout methods.

  • Report any unsafe conditions or unsafe acts.

  • Report any defect in any equipment or protective device.

  • Ensure that the required protective equipment is used for the assigned task.

  • Attend all required Health, Safety, and Environmental training.

  • Report any accidents/incidents, including near misses to your supervisor.

  • Assist in investigating any accidents/incidents or near misses if requested.

  • Refrain from engaging in any unruly conduct.

  • Ensure that equipment, materials and protective devices are functioning in a safe manner.

  • Ensure that employees are working in accordance with divisional health and safety procedures.

  • Applies progressive discipline as appropriate for health, safety and/or environmental violations.

  • Advise employees of the existence of any potential or actual health and safety risks.

  • Provide appropriate instruction for safe work.

  • Take every precaution reasonable in the circumstances for the protection of employees.

  • Conduct periodic inspections and audits in accordance with legislative and/or corporate requirements.

  • Conduct accident/incident investigations, prepare necessary reports and communicate to line management, health and safety personnel and health and safety committee.

  • Ensure that all employees, including temporary workers and contractors, adhere to safety requirements including the use of personal protective equipment.

  • Support activities and initiatives outlined by the Joint Health and Safety Committee.



    QUALIFICATIONS:

    Education:

  • A post-secondary diploma or degree specializing in mechanical/electrical engineering.

    Experience:

  • A minimum of 10 years’ of experience in operations and/or service leadership with proactive sales focus is required.

  • The ability to manage a full profit and loss department with excellent sales and customer relationship management skills are essential.

  • Computer knowledgeable with such programs as Windows, Excel, Word, MS Outlook, Adobe, etc.

  • Good knowledge of Sales Force a plus or other CRM experience.

  • Familiarity of fabrication and assembly processes, including inspection tools.

  • Familiarity of material handling equipment.



    TRAVEL: Up to 15% (Domestic and International)

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