Job Descriptions:

• Lead the Front End (FE) and Back End (BE) of our divisions’ after-sales and service business in-line with agreed upon processes.
• Setting a clear vision and goals for the Service Department to achieve targeted performance.
• Lead the talent development of your team and ensure individual goals and KPI’s are met.
• Directly, and through your team, pro-actively articulate and deliver value added service solutions to our customers through the life cycle of their equipment.
• Integrate the division’s service team with the global FE processes, including regular and robust pipeline reviews, KPI governance and asset analysis.
• Integrate the division’s service team with standardized global BE processes, and an effective utilization of our regional resources.
• Develop and leverage our customer satisfaction surveys and KPI’s to drive focused customer support, conduct root cause analysis and corrective actions.
• Development performance measurement tools and visual aids; including a performance metrics wall.
• Ensure the comprehensive use of the company CRM (Sales Force) for all customer interactions and department activities.
• Manage customer complaints, root cause analysis and corrective actions through the stages of the gate process and lead “eliminator” (escalation) meetings to the satisfaction of our customers.
• Responsible for departmental budgeting, performance reviews and forecasting.
• Maintain service records and document trends in warranty issues.
• Ensure the creation of spare parts lists for equipment built at ATS Chicago and utilize private labeling.
• Solve disputes, warranty problems, incomplete items and any other matters that create an accounts receivable issue with the customer.
• Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
• Other duties as assigned