Director, Lifecycle Service Success

Director Of Lifecycle Service Success

The Director of Lifecycle Service Success is the leader of AutoStore service business for Kardex in the Americas with an overall responsibility to grow the business while maintaining excellent customer uptime and satisfaction. The Director of Lifecycle Service Success is highly customer-focused and has excellent know-how about the customer's logistics processes and requirements. He or she can evaluate potential opportunities, consult the customer on a strategic and future oriented level, and propose solutions accordingly. The LCS Director is highly motivated to work in a startup environment and is open to a wide range of tasks.

Your tasks:

Organizational Leadership:

• Provide strategic direction and leadership for the lifecycle service and support organization
• Foster a collaborative and high-performance culture that aligns with the company's mission and values.
• Grow sales offerings to existing customers as well as to new customers beyond new integrated systems.
• P&L Accountability for the lifecycle service success organization

Team Development and Management:

• Lead, mentor, and develop a diverse team of professionals across sales, operations and support personnel.
• Provide guidance and support to enhance individual and team performance, fostering a culture of continuous learning.

Client Engagement:

• Act as a key point of contact for clients, ensuring clear communication and understanding of service and support offerings as well as expansion opportunities.
• Support the sales process with schedule and costing development.
• Ensure successful transition between the project and service teams without any negative impact in customer experience and service expectations.
• Lead the service and support organization for on-going success post-handover from project success for all warranty, preventive maintenance and break-fix support needs.

Risk Mitigation and Problem Resolution:

• Identify potential risks and challenges in service & support, developing proactive strategies to mitigate issues and grow the business.
• Facilitate problem-solving and decision-making processes to ensure the timely resolution of customer related issues.

Job Requirements (highlight in bold the "must have" criteria):

Training/Education:

• Business administration or technical degree in engineering

Professional Experience:

• 5+ years' experience in the Intralogistics industry
• Proven portfolio of successful customer interactions
• Experience managing a P&L organization

Other:

• Experience with sales of service contracts and service business
• Good understanding of logistics and IT processes

Main Accountabilities (tasks and responsibilities):

• Development of the Kardex AutoStore service business in the Americas
• Aligns service offerings with the different local service organizations. Close contact with all internal stakeholders
• Guiding the transition process from realization to live cycle operation of an account
• Assure that every customer has a service contract starting at the go-live of the system
• Sales of additional services and extensions to existing customers
• Developing of regularly updated customer account plans
• Assure an excellent customer satisfaction - initiate corrective actions if appropriate
• Maintain strong client relationships through regular customer visits and communication
• Build and maintain strong relationships with the central and local Kardex service organizations

Leadership:

• Motivation to be a key member in setting up a new business (startup environment)
• Entrepreneurial thinking and acting, self-driven, result oriented with positive outlook to success
• Advanced trouble-shooting skills, excellent external and also internal communication and interpersonal skills
• Clear focus on high quality and ensuring all the customers' needs are met
• Our guiding principles are the key to our sustainable success, and they include respect, team spirit, passion and reliability
• Ability to establish effective working relationships across boundaries
• Ability to grow the future Kardex AutoStore service- and account-management organization

KPIs:

• Customer satisfaction
• Booking profit and gross profit of service business (results in line with budget)

Your profile: