OVERVIEW
ATS’ Global Services team is a dynamic, change-leading team that drives the delivery of value-driven Services to our customers worldwide. Services is a growing component of the overall delivery of value to ATS’ customers globally and offers an opportunity for an opportunistic individual to create a well-defined offer structure of high-value service solutions to drive ongoing value.
The Division Director, After Sales & Service will provide leadership by example in the adoption of streamlined processes, KPI implementation, employee development and succession planning, customer focus, technical aptitude and exceeding performance goals. The successful candidate must have experience in a fast paced, aggressive, dynamic environment leading a business unit with Profit & Loss (P&L) responsibility to drive ambitious growth initiatives for our after sales and service division.
RESPONSIBILITIES
Promote operational excellence
- Effectively oversee, guide and coach department managers in the leadership of their teams and functional areas including :
Supply Chain
Proposal development deliveryOperations, engineering and executionShared ServicesCollaborate with the Global Service functional centers of excellence and support the adoption of digital innovations, programs and products.Facilitate and participate in workshops and Kaizens to develop and deploy programs, products and initiatives related to the Global Service Strategic Plan.Proactively articulate and deliver value added service solutions to our customers through the life cycle of their equipment.Effectively leverage regional resources.Maintain a cooperative working relationship with your counterparts in other ATS divisions.Develop a high-performance team
Lead the talent development of your team and participate in employee development plans.Identify and create succession plans for critical business roles.Foster an environment of empowerment, knowledge transfer and high performance.Create a proactive safety environment with clear accountability, expectations and transparencyEnsure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.Cultivate a culture of continuous improvement
Leverage and lead by example the deployment of the ATS Business Model (ABM) to continuously improve performance and apply corrective actions for lagging and leading indicators not conforming to plan.Develop performance measurement tools and visual aids; including a performance metrics wall.Hold daily team huddles, weekly governance reviews and monthly communications with their team and cascade performance expectations from the global service leadership.Facilitate project status meetings with key stakeholders to monitor and control project budgets and schedules.Conduct monthly business reviews for value drivers, leading indicators and forecast variance, presenting to senior leadership.Elevate the customer experience
Ensure the comprehensive use of the company CRM (Sales Force) and Oracle Service Platform for all customer interactions and department activities.Develop and leverage our customer satisfaction surveys and KPI’s to drive focused customer support, conduct root cause analysis and corrective actions.Manage customer complaints, root cause analysis and corrective actions through the stages of the gate process and lead “eliminator” (escalation) meetings to the satisfaction of our customers.QUALIFICATIONS
A post-secondary diploma or degree in a technical field, preferably mechanical / electrical engineering.A minimum of 10 years of experience in operations and / or service leadership with a focus on lean process management.3 years leading a small to medium size business unit with P&L responsibility.Computer knowledgeable with such programs as Windows, Excel, Word, MS Outlook, Adobe, etc.Good knowledge of Sales Force a plus, and / or other CRM’s.Familiarity of fabrication and assembly processes, including inspection tools.Familiarity of material handling equipment.
