Aftermarket Service Support Lead
Job Title: Aftermarket & Service Support Lead
Location: New Hope, MN
Department: Commercial
Reports To: Commercial Vice President
Employment Type: Full-Time
Compensation: $85K to $125K (Depending upon experience)
Overview:
We are a growing manufacturing company seeking an experienced Aftermarket & Service Support Lead to support our customer retention and post-sale support efforts. This role mainly supports the back end of the product lifecycle and is focused on delivering great customer-facing solutions.The ideal candidate thrives in a fast-paced, small-business environment and enjoys wearing multiple hats to help drive customer excellence.
Straub Design is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable federal, state, or local law.
Key Responsibilities:
The Aftermarket & Service Support Lead supports customers in getting the most from their industrial automation systems provided by Straub Design Company. This role combines technical expertise with commercial management and leadership skills to ensure spare parts and service projects are properly concepted, scoped and then supported once machines are delivered. The successful candidate is responsible for understanding customer needs, reviewing the translation of them into technical requirements, and overseeing sell-off testing to serve as the voice of the customer. This candidate ultimately supports the machine once it is installed with a customer which may require periodic domestic and international travel up to 50% of the time.
Specific responsibilities include:
- Operational Management: Oversee the "quote-to-cash" process for spare parts, service contracts, and repairs, aiming to reduce lead times and improve profitability.
- Customer Support & Escalations: Act as the primary point of contact for technical support, troubleshooting, and resolving complex customer service concerns.
- Warranty & Compliance: Coordinate warranty processes, manage OEM (Original Equipment Manufacturer) activity, and ensure compliance with safety and regulatory standards.
- Strategic Planning: Drive service business growth by developing new service offerings, managing inventory levels and identifying upselling opportunities.
- Team Leadership: Lead, train, and mentor service team members, manage scheduling, and monitor performance KPI’s (e.g., First Contact Resolution, uptime, call volume, etc).
- Data Analysis: Utilize data and logs to track service trends, report on performance metrics, and implement improvements for efficiency.
- Translate customer requirements into detailed internal sell-off of concepts, specifications, and CAD drawings.
- Oversee the Aftermarket business revenue and profitability.
Skills and Qualifications:
- Technical Skills: Strong understanding of industrial automation development principles and relevant technologies.
- Concept Maturation Skills: Experience in synthesizing customer needs / desires and developing solution concepts along with cost, schedule and required resource estimates.
- Leadership Skills: Ability to lead, motivate, mentor engineering/service teams.
- Communication Skills: Excellent written and verbal communication skills to effectively communicate technical concepts to both technical and non-technical audiences.
- Problem-Solving Skills: Ability to identify, analyze, and solve complex problems.
- Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.
Qualifications:
- Bachelor’s degree in Engineering, Business and/or experience in technical support, field service, or aftermarket sales/management preferably in the manufacturing, automotive, or industrial equipment sector
- 5+ years of experience in industrial automation machine development and/or engineering management
- Strong written and verbal communication skills with a desire to grow revenue and impact
- Organized, self-motivated, and comfortable juggling multiple priorities
- Proficiency with Microsoft Office Suite and design tools (CAD/SolidWorks, FEA/CFD, CRM Software and/or PLC programing familiarity is a plus)
- Experience in a manufacturing or industrial B2B environment is a plus
Why Join Us:
- Small team environment with high visibility where results are rewarded
- Hands-on experience across both commercial and engineering disciplines
- Competitive compensation and benefits package
- Opportunity to grow with a dynamic, customer-focused, niche manufacturing company