Director, Global Aftermarket Operations - Alpha Technologies Services LLC

Alpha Technologies, headquartered in Hudson Ohio, is the world leader in the design, manufacture, service and support of precision rubber and polymer laboratory instrumentation and data acquisition/analysis software systems used. Alpha's highly engineered rheology test equipment is sold into the automotive, aerospace, medical and safety markets. Alpha operates under Indicor™ a diversified industrial solutions company providing specialized, mission-critical products for industrial manufacturers, and a global portfolio of proven, best-in-class technology companies for shareholders.
The company is seeking to hire a Director, Global Aftermarket Operations, to oversee the day-to-day aftermarket organization worldwide. This position reports to the Global Director of Operations, Service & Supply Chain and will strategically partner directly with the Vice President, Sales & Marketing to attain significant margin enhancement and sales growth objectives.

The Director, Global Aftermarket Operations will be accountable for managing processes and structure to attain the aftermarket key performance metrics for the company. The global customer service, field service, hardware, and software support teams leaders report to this position. This position will have a high level of interaction with the Vice President of Sales & Marketing to ensure delivery of service-based outcomes.

Talent, Strategic Formulation and Strategic Execution are core to Alpha Technologies operating principles and the following characteristics are key attributes deployed by the President and supported by the Alpha leadership team:

Talent includes:

• Sourcing to ensure only the best of the best are recruiting into the company and its many divisions.
• Development to ensure that strong talent continues to improve.
• Engagement to ensure retention and advancement.

Strategic Formation includes:

• Clarity of where you play and how you win.
• Defining the strategic choices whereby you will grow long term value.

Strategic Execution includes:

• The processes and tools to ensure the strategy is acted on as part of the daily work and not relegated to periodic "check-ins" after all the tactical work is cleared.
• Alpha believes strongly in a culture of Continuous Improvement and reliance on Lean methodologies and DMAIC model are critical areas of competence.

Detailed Primary Responsibilities:

• Responsible for developing and implementing an annual Aftermarket Service plan which includes objectives, strategies, and implementation plans for meeting and/or exceeding key operational metrics and revenue targets.
• Recruit, develop, and manage global service and support team and provide constructive feedback through performance and development processes to deliver plan results.
• Manage the daily operations of the global service organization, including effective utilization of Dynamics 365 (Service CRM tool).
• Provide leadership in developing, analyzing, and reporting on KPI's to ensure service utilization and attachment rates are met.
• Build a strategy to enhance margin improvement within the aftermarket organization (service & spares).
• Partner with the VP of Finance and VP of Sales & Marketing to forecast orders and revenue, as well as activity levels, pipeline development and customer outcomes.
• Support the Sales & Marketing organization to manage the customer/prospect pipeline and prioritize accounts to ensure a maximum focus on commercial impact.
• Partner with the Aftermarket organization and Marketing, Sales, and Engineering to provide voice of customer on new product pipeline.
• Develop and maintain business and scientific channels needed to support and grow the business.
• Partner with the Quality Leader to ensure consistent customer approach on training and technical resolution to customer issues.
• Proactively manage relationships with key internal stakeholders to maximize efficiency.
• Responsible for Alpha University SharePoint and training databases and oversight of compliance, training, and onboarding programs for all aftermarket personnel.

Additional Responsibilities:

• Follow all company safety policies and procedures and organize work areas for efficiency and safety.
• Provides status reports to management as required.
• Respond to change productively and handle other duties as required.

Supervisory Responsibilities

• Provides strategic direction, vision, and leadership to direct reports including coaching and mentoring.
• Conducts semi-annual and yearly performance evaluation in cooperation with functional leaders.
• Ensure with the Team Leaders that the workforce is regularly evaluated against the skills for pay matrix to ensure appropriate classification of workers based on evidentiary performance and to maintain equity Globally.
• Confer with superiors, subordinates, and other personnel to review achievements and discuss required changes in goals or objectives.

Education & Experience:

• Bachelor's degree in engineering preferred, or Business degree with strong technical background/acumen.
• MBA preferred but not required.
• Minimum of 7-10 years of aftermarket experience; with 7 years in a management role with a technical organization.
• Lean & Six Sigma (6S) and continuous improvement experience (Black Belt preferred).