Aftermarket Sales Manager

Summary

This position is responsible for managing the company’s growing Aftermarket Services that includes Customer Support Services and Maintenance Services. This is a leadership position that reports to the President/CEO. This position is directly responsible for creating new strategies and executing existing initiatives that will result in the continued growth of the Customer Support and Maintenance Services products throughout this multi-location company.

Highly motivated, project minded, personable and customer focused person to run the Customer Service team; Service Engineers, Regional Field Service Managers and Service Technicians. This person is responsible for managing all the service activities of any of the Company’s equipment from entry into field operation, training, service, process improvement and upgrades.

Major Duties and Responsibilities:

· Responsible for managing the company’s Service Business.

· Take leadership with customers to build strong relationship and resolve issues promptly while maintaining customer satisfaction.

· Develop and Maintain a well-organized customer’s fleet data base and maintain with accurate information.

· Direct Service Team to coordinate Project Managers future installations and product handoff.

· Manage the field operation effectively using field service techniques with the customer.

· Maintain customer accounts with well-organized information on current status of issues and action plans.

· Create process flows and implement efficient handling of service calls and service visits.

· Create and manage a tiered plan for support both normal hours and 24/7

· Establish an online service program for logging service issues, reporting problems and follow-up, service history, and knowledge base.

· Develop and implement Remote Technical Service (Virtual Service Engineering) with customers.

· Establish metrics to report the effectiveness and success of the service team.

· Perform risk assessments of the Company’s components establishing adequate spare parts for the customer.

· Generate Service Contracts with revenue existing installations.

· Build a Service program that is a profit center of the company.

· Other duties as requested by the company’s Management.

· Manage Reliability Meetings and report on Top 10 Customer issues

· Direct internal production of service instruction, service info letter and service bulletins.

Qualifications:

· Bachelor of Science in engineering.

· Demonstrated leadership ability to lead service and technical staff in a team environment.

· Knowledge of industrial products.

· Knowledge of a variety of instruments and control.

· Previous experience in manufacturing, services, or higher technologies.

· Excellent interpersonal, written, and oral communication skills.

· Proven ability to develop team environment with co-workers and partners.

· Proven leadership and results driven while being personable and approachable.

· Energizes people through sharing ideas, coaching and leading by example.

· Writes good reports on aftermarket activities and customer issues.

· Leads reliability meetings and develops product improvement.

· Working in a dynamic environment with high numbers of customers.

· Extensive time on the phone or in direct communications

· Extensive time managing remotely located service technicians and field service engineer.

· Travel required in certain circumstances up to 30% of time.

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Plattsburgh, NY 12901

Salary : $70,000 - $85,000