HVAC SERVICE DIRECTOR

Job Summary:

The Director of Aftermarket Operations will be responsible for the overall sales and operational strategy for the Field Service, Equipment Rental, Parts Sales, Parts Inventory, Retrofit, Turnkey, Warranty, Remote Monitoring, Technical Training & Technical Support business areas. It will oversee the day-to-day activities of these business areas, ensuring that the organization is managed and performing efficiently and effectively. This role is also responsible of the continuous process improvement strategy to guarantee the highest level of customer satisfaction.

Responsibilities :

1. Provides leadership for the aftermarket teams.
2. Establishes quantitative and qualitative metrics, guidelines, and standards by which the aftermarket areas efficiency and effectiveness can be evaluated.
3. Review, analyzes, evaluate, and improve systems & business procedures.
4. Implements policies and procedures that will improve day-to-day operations.
5. Ensure work environments are adequate, safe and in compliance with local regulations.
6. Work with General Managers in the developing of bookings and sales quotas.
7. Work with local General Managers in the plan, control, monitoring, and forecast of sales and cost to achieve financial objectives of Revenue, Gross Margin and Operating Income.
8. Communicate and explain new directives, policies, or procedures to local managers.
9. Analyze Net Promoter Score surveys to improve customer service and customer satisfaction through policy and procedural changes.
10. Leads coordination and integration of efforts among aftermarket operations, logistics, sales, legal, purchasing, finance, marketing, corporate and factories technical teams to produce smoother workflow on business processes.
11. Meet with entire operations staff to explain major changes, answer questions, and maintain morale.
12. Implement and manage continuous improvement projects that align with the Global Service Team initiatives.
13. Develop and maintain effective long-term relationships with the factories Technical Support Teams to improve local operations technical problem resolution time.
14. Assist in the inventory planning to improve the spare parts availability.
15. Work with local General Managers in the management of rental assets including the business case creation for capital investments.
16. Oversee the financial performance of all rental equipment company assets.
17. Identify and create new aftermarket solutions that benefit our customer base.
18. Work with Human Resources in the creation and review of all the Aftermarket Operations job descriptions and compensation structure.
19. Work with the Human Resources Department to ensure that the define Aftermarket Operations career path is implemented correctly.
20. Help local managers to stablish professional development goals to all employees and facilitate the training schedule with factories and the Global Service Teams.
21. Effectively manage the Second Level Support Specialist that are responsible of intervening in customer equipment’s critical failure situations to identify root-cause and create prompt solutions.
22. Responsible for promoting and implement remote monitoring solutions for the customer base.
23. Coaches and develops employees to maximize performance and potential.
24. Manages performance through recognition, feedback, performance reviews and/or corrective action.
25. Recruit, interview, hire and ensure that training is provided for new employees. Ensures that individual’s professional development plans are conceived, and on-going training is provided for all employees.
26. Ensures that the local office is compliant with all company policies and values.
27. Projects a positive image of the organization to employees, customers, industry, and communities.
28. Work with Product Managers on new product launch to guarantee the sustainability of the aftermarket support including but not limited to spare parts availability, technical knowledge, and technical documentation.

Education & Experience:

• Bachelor’s Degree in engineering or related technical area.
• Master’s Degree in Business Administration or related area.
• Expert knowledge in management of HVAC aftermarket operations.
• 15+ years of experience managing aftermarket operations as a profit center.

Skills:

• Advance knowledge on MS Office
• SAP knowledge preferred
• SalesForce knowledge preferred
• Advance knowledge in P&L management, forecast and business plan creation.
• Advance knowledge in Data Analysis and continuous improvement process implementations.
• Excellent communication skills
• Strong analytical skills

Language:

• Bilingual (English and Spanish)

Travel:

• Internationally – As required.