Aftermarket Manager

TechniBlend/ProBrew is looking for an Aftermarket Manager who will be responsible for assisting in the creation and execution of the overall Aftermarket strategy.

We are looking for an Aftermarket Manager who will be responsible for assisting in the creation and execution of the overall Aftermarket strategy. Includes implementing best practices to grow Aftermarket revenue and margin growth for both the Field Service side and the Parts, Retro/Refurb side of the business.

This leader is responsible for all service touchpoints of customers' journeys including, but not limited to, pricing, parts orders, service scheduling, warranty processing, and technical support.

As an Aftermarket Manager reporting to the Director of Engineering and Operations, this position will be recognized as an expert in customer experience and equipment support. The role will be responsible for driving informed service-related decisions in collaboration with Heads of Sales, Manufacturing, Engineering, IT, and Supply Chain.

Key Functional Responsibilities:

Design, build and direct a comprehensive network of support teams to ensure holistic support to our customers.

• Build and manage a high-performing team of professionals, including hiring, development and performance management.
• Collaborate with Sales on current and new customer sales opportunities; Negotiates with external customers and internal leadership to set priorities..
• Establish and maintain relationships and communication channels with current customers.
• Establish and manage agreements, relationships, and delivery performance with service partners.
• Interface with the Supply Chain organization to determine delivery and inventory availability requirements to ensure customer satisfaction and achieve service level commitments.
• Ensure that flow of service delivery status information to customers happens on a real time basis in accordance with customers’ needs and expectations.
• Maintains consistently high awareness of progress of work in the department to assure that questions have been answered, decisions have been acted upon, and problems have been resolved, engaging directly where needed to ensure timely and high-quality resolution.
• Design, implement and manage the implementation of key customer metrics such as customer surveys, response time, industry-lead surveys, and ratings relative to peer group.
• Direct the resolution of highly complex or unusual customer-facing business problems that cross functional lines.
• Willing and able to bridge the gap between technical and non-technical roles, to ensure that requirements align with customer support needs.
• Collaborate with leadership team to help cultivate the culture, helping to drive the teams to excellence.
• Collaborate with Engineering team to ensure field service and startups are properly staffed, scoped and supported.
• Develop and monitor budgets and multi year business plans to support growth and initiatives.
• Lead field technical service team in providing superior service.
• Develop programs to improve technical and customer service skills of service staff.
• Develop and maintain activities to drive continuous improvement throughout the service work flow.

Requirements:

• Experience leading Aftermarket, Customer Support, or relevant business roles in a matrixed manufacturing organization.
• 5-10 Years progressively increasing responsibility.
• 2+ years of employee management required.
• Proven track record of managing relationships with fleet operators, delivering outstanding customer support while protecting the company’s financial interests.
• Technical background is a plus.
• Bachelor’s degree in business or Engineering.
• Ability to travel as needed.

Pro Mach, Inc.

We have been named to the Inc. 5,000 list of fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities.

Not only that, but we have the rewards, opportunities, and the market strengths of a large organization combined with the entrepreneurial culture of a small, fast-paced company. You will enjoy the benefits of working with a growing company that competes globally, with the personal touch and feel of a smaller company where you can make an impact every day.

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ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug-free workplace.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.