Director of Customer Support
Company: EIRICH Machines, Inc.
Posted on: January 11, 2022
The purpose of this position is to provide leadership and
direction for the Customer Support (Parts, Technical Support,
Service, Warranty oversight) activities for the Eirich, American
Process Systems (APS), and Tower Mill product lines in EIRICH
Machines' assigned responsibility. This role is responsible for
providing overall strategic direction for Technical Support, Parts,
and Customer Service. This includes developing programs/plans,
budgeting and reporting.
Drive and manage the activities of the parts organization towards
achieving established objectives.
Instill Customer centric culture and sense of urgency as it
pertains to problem solving.
Direct and manage team of individuals to manage installations of
new equipment and systems.
Support the customer and sales organization for the parts business
that relates to an increase in annual revenue.
Develop and analyze KPIs to measure parts purchasing performances,
including but not limited to price, quality, delivery and other
related KPIs against company goals and objectives.
Drive the development and implementation of Customer Support
product solutions (Example: repair and maintenance contracts,
remote diagnostics, etc.).
Ensure cost, delivery, and quality plan is achieved monthly within
the guidelines of the budget to meet or exceed customer
Oversee the management of the Service Department activity for
scheduling and addressing customer repairs.
Maintains communication with solution management and sales in
resolving solution problems.
Ensures product problems are brought to the attention of the
Create a strategy for the Customer Support department to implement
after sales calls to ensure equipment operates to the customer's
Consults with engineering personnel to resolve unusual problems in
system operation and maintenance.
Advise management regarding customer satisfaction, product
performance, and suggestions for product improvements.
Determine and provide for staffing and training needs.
Travel will be required both domestic as well as international
(est. 20% - 30%) or as business demands.
Aptitudes and Abilities:
Mechanical Engineering and design Aptitude.
Physical requirements of job can include lifting, standing,
bending, pushing, pulling, etc.
The ability to work in an office environment as well as a shop
floor and/or construction site with varying environment conditions.
Ability to navigate safely in these locations.
Ability to simultaneously manage a number of cross functional
Able to define problems, collect data, establish facts, and draw
Capable of thinking outside the box in order to reach
Must be able to adjust and re-direct schedule on a moment's
Bachelor's degree in Mechanical Engineering
Seven to ten years' experience in the field of machinery or
equipment service parts planning, distribution or management.
Experience managing direct reports.
Proven technical experience track record in design of systems
(products and/or services).
Significant leadership and change management experience.
Strong customer focus and passion for delivering to customer
Track record of driving operational improvement.
Analytic, creative and business focused problem solver.
Strong influencing skills and ability to gain buy-in for
Valid driver's license and ability to adhere to Eirich Machines
Inc., driving policy.
Must have a valid passport.
Keywords: EIRICH Machines, Inc., Waukegan , Director of Customer Support, Executive , Gurnee, Illinois
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