Director, LCM

The LCM Director will lead a professional team of managers, technical experts, customer service representatives, and field service technicians, ensuring customers receive prompt and best in class support over the lifetime of the equipment.  The LCM Director will ensure that monthly targets for estimates and bookings are aggressively maintained to support the overall revenue targets.   The ideal candidate will possess strong knowledge of the packaging industry, demonstrate the ability to model customer service excellence, train others, and create new sources of aftermarket revenue.   The position reports to the VP/General Manager of Federal and in the Waukesha, WI facility.  The position will work in close collaboration with the Director of Global Aftermarket Sales and Service.  Domestic and limited international travel 15-20%.

General

• Develop and oversee the complete implementation of Life Cycle Management solutions including retrofits, options & upgrades, service, and spare parts.
• Develop an annual budget and staffing requirements for all LCM departments.
• Manage department expenses in accordance with annual budget.
• Effectively ensure all the support services are provided and meet customer expectations: Product technical support, field service, and training solutions.
• Effectively manage LCM sales by prioritizing, scheduling, and delegating work assignments to ensure completion of all work and projects.
• Ensure continuous improvement of LCM order to cash core process.
• Escalate non-conformities or design issues in a timely manner and secure the issue resolution plan until completion.
• Effectively interface with internal company departments including manufacturing, accounting, human resources, project management, shipping, purchasing, and engineering to address and resolve issues as well as to implement process improvements.
• Develop short and long-range goals and objectives for the Parts/Service departments that effectively support the overall goals and objectives of the company.
• Develop and maintain a process for completing comprehensive root cause analysis to eliminate repeat issues.
• Track response time and time to close a customer complaint or known issue and hold team accountable for results and performance.
• Develop and Communicate KPIs allowing the management of activities, the achievement of objectives, and the implementation of a continuous improvement process.
• Work with appropriate counterparts at Federal to develop a training program. This should include service technicians as well as customer service representatives.
• Drive continuous improvement based on customer and team feedback.
• Optimize processes to streamline costs.
• Ensure the smooth execution of projects through SAT in collaboration with the dedicated Project Manager and ensure closure of any remaining punch list items.

Customer Service

• Deliver world-class service to customers: training, maintenance, technical assistance, 24-hour support, spare parts sales, service estimates, and assistance scheduling.
• Develop positive relationships with customers to analyze customer requirements and promote company parts/service products to meet those requirements more effectively.
• Oversee the field service office to ensure customer satisfaction through customer machinery support and excellent customer communication.
• Ensure customers receive prompt feedback after completion of all service trips detailing actions taken and additional open items.
• Track open items resulting from service technician visits or customer correspondence and ensure completion by coordinating the efforts of various functions including machinery partners, manufacturing, engineering, sales, parts, purchasing, accounting, etc.
• Oversees employee training including certification, new technologies, or changes in technical application. Maintain matrix of skills per technician and ensure continuing progress is made towards full certification in all pertinent areas.
• Establish standards for service technicians and office support employees that ensures company’s customer service goals are achieved and the level of professionalism is constantly improved.
• Travel to customer’s facility as necessary to provide service support or resolve customer issues.
• Oversee warranty efforts with focus on timely resolution and customer satisfaction, while minimizing unnecessary expenditures.
• Promote spare parts as integral part of technicians’ responsibilities providing training and marketing tools as necessary.
• Act as technical resource for other plant personnel ensuring internal customers receive.
• Analyze inquiries to understand product problems and/or weaknesses. Formulate and implement efforts to overcome these “pr