Sr Director, Aftermarket Field Services - GCG Automation & Factory Solutions - Detroit, MI

Overview

GCG Automation & Factory Solutions is seeking a Senior Director, Aftermarket Services to lead the continued evolution and growth of our aftermarket service organization!

 

Reporting directly to the Division President, you will be responsible for strengthening, scaling, and maturing an existing service team and operating model to support customer uptime, retention, and long-term profitability.

 

As our Senior Director, you'll bring seasoned automation field services leadership to drive the continued expansion of a growing aftermarket services function—adding structure, consistency, and strategic direction to accelerate its progression. You will refine service strategy, enhance processes and systems, develop talent, and expand service offerings, helping transform a growing service organization into a scalable, high-performing function that delivers measurable value to both customers and the business.

 

This opportunity is well suited for a senior leader who thrives in evolving environments, enjoys building on existing foundations, and knows how to turn aftermarket services into a competitive advantage.

 

This role offers a hybrid work arrangement however, preferred candidate location for the role is the greater Detroit area to facilitate in-person collaboration with the AFS senior leadership team. 

What You’ll Do

Service Strategy & Operating Model

• Define and refine the aftermarket service vision and roadmap aligned with AFS growth objectives

• Expand and optimize service offerings including warranty support, preventive maintenance, field service, repairs, and service contracts

• Evolve scalable service delivery models, including in-house, hybrid, and partner-based approaches

• Establish pricing strategies and margin expectations for service activities

Team Leadership & Development

• Lead and develop the existing aftermarket service organization, building capability, clarity, and succession depth

• Develop frontline leadership across service management and technical teams

• Foster a performance-driven culture focused on safety, quality, accountability, and customer success

• Strengthen onboarding, training, and certification programs to support consistent service execution

Operational Excellence

• Standardize and continuously improve service operating procedures and escalation paths

• Define, track, and act on service KPIs such as response time, first-time fix, uptime, backlog, and customer satisfaction

• Drive continuous improvement through root cause analysis and data-driven feedback loops

• Ensure compliance with safety, regulatory, and quality standards

Customer Experience & Commercial Partnership

• Serve as the executive owner of the aftermarket service customer experience

• Establish clear escalation and resolution processes for critical service issues

• Partner with Sales, Product, and Operations teams to support customer retention and expansion

• Translate customer insights into service enhancements and product improvement opportunities

Systems, Infrastructure & Data

• Optimize service management systems, including FSM platforms and CRM integrations

• Define data requirements to support service forecasting, staffing, and parts planning

• Build and maintain dashboards that provide leadership with visibility into service performance and trends

Financial & Growth Accountability

• Own aftermarket service financial performance, including budget and P&L accountability

• Improve service gross margin through pricing discipline, cost control, and operational efficiency

• Grow recurring service revenue streams including contracts, subscriptions, and renewals

What Success Looks Like

• Customers trust the service organization as much as the products it supports

• Aftermarket services are viewed as a strategic growth lever across the business

• Service operations are predictable, scalable, safe, and profitable

• The organization is positioned to scale without disruption as customer demand grows

What You’ll Bring

• 10+ years of experience in aftermarket services, service operations, or technical field leadership

• Demonstrated success leading and scaling service organizations in industrial or automation environments

• Deep understanding of field service operations, warranty management, and lifecycle support

• Proven ability to