Vice President of Service & Solutions

About Us:

Alliance Machine Systems International, LLC is a privately held company with over 35 years of history dedicated to providing corrugated box manufacturing machines and services to the changing industry. As the paperboard packaging industry's premier global supplier of productivity-enhancing process machinery and systems, we supply innovative designs, intelligent automation, and optimized workflow, coupled with highly responsive parts and service support. Our United States and Europe based engineering, manufacturing, sales and service operations provide a global support system covering the full product portfolio of Alliance, Serco, TEI, ASC, Pallmac, J&L and Tanabe machines.

 

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

 

Job Description:

Reporting to the President of Alliance Machine Systems, the VP of Customer Care will be responsible for influencing people, products, and performance across the division's operating sites. This individual will be instrumental in driving profitability and step-change performance within the Alliance culture. A key member of the Executive Leadership Team, the VP of Customer Care will partner with the other leaders to outline strategy for both Customer Care and the Division as a whole. The VP of Customer Care leads all aspects of Alliance’s KPIs, TTIs and Customer Care metrics as well as objectives and initiatives in support of the Alliance’s business objectives. 

 

The VP of Customer Care will oversee all aspects of the division's Customer Care including Field Service, After Market Sales, and Customer Support. This person will champion process improvement, Customer Trust programs and multi-organizational collaboration to achieve optimized performance across all Alliance business units.  

 

The VP of Customer Care must have a proven track record in senior management in a highly dynamic setting. This individual must build camaraderie and consistency amongst the Customer Care Team and assist with recruiting, training, and coaching Team Members, on Customer Trust principles, and facilitating change management across the Alliance organization. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES   

 

• Provides leadership to operational plans delivering on the business unit strategies across all domestic Alliance sites in all areas of Customer Care.  

• Assess the current state of Customer Care within Alliance’s network of sites and functions and plan, develop, organize, implement, and execute a holistic future state structure; reviewing people, positions, flex capacity, and evaluating core competencies to drive profitability across multiple sites. 

• Implement and drive Customer Tr