Our client, a global construction OEM, is seeking a leader with strong technical acumen, a sense of urgency, and adept problem-solving skills to be their next Director of Aftersales. In addition to leading a technical team, you will be tasked with overseeing comprehensive customer support initiatives, managing warranty, parts, and service programs, and spearheading the development of forward-thinking strategies that ensure customers receive unparalleled support throughout the entire product lifecycle. Success will be measured by your ability to drive change across internal teams and external partners while maintaining an exceptional customer experience.
Your Mission:
- Develop and implement departmental goals, and analytical systems to track the status of business objectives
- Manage field service team including team building, personnel scheduling, and setting KPIs
- Champion technical support to customers
- Develop, implement, and oversee company warranty policies and procedures
- Create, manage, and lead a thorough technical training program
- Provide input regarding budgeting and planning
- Ensure that all technical support cases are worked to completion, with resolutions logged for future use
- Uphold leadership standards, ethical practices, and compliance with all legal requirements
- Travel as needed
Qualifications:
- Bachelors Degree preferred
- 7+ years experience with a proven technical background in construction or relevant equipment necessary
- Demonstrated team leadership experience
- Excellent communication skills, both written and verbal
- Detail-oriented with great organizational skills
- Microsoft Office (Excel, Microsoft Word) skills required
