Head of Client Support Services

Join MOCON as our Director, Global Service & Aftermarket and lead the transformation of a worldwide service organization at the forefront of analytical instrumentation. In this strategic role, you will shape global service excellence, elevate customer experience, and drive the performance of a high‑impact aftermarket network.Drive the development and execution of a global aftermarket strategy aligned with corporate growth and customer experience objectives.Lead the transformation of the global service organization into a scalable, customer‑centric, revenue‑generating business function.Standardize processes, quality systems, safety protocols, and service tools across all global service and repair locations.Improve service efficiency and product reliability by reducing repair cycle time, improving first‑time‑fix rates, and elevating field performance metrics.Oversee global KPIs related to service quality, customer satisfaction, corrective actions, safety compliance, and repeat‑failure reduction.Champion the Voice of Customer (VOC) by ensuring rapid issue resolution and integrating customer insights into product and service improvements.Optimize global inventory, parts availability, forecasting accuracy, and supply‑chain coordination to support service readiness.Lead the global aftermarket P&L, driving profitable growth through pricing optimization, recurring revenue programs, and new service offerings.Build, mentor, and develop a high‑performing global aftermarket team, including employees and distributor partners, through training, certifications, and continuous‑improvement initiatives.Collaborate cross‑functionally with Engineering, Quality, EHS, Operations, Product Management, and Supply Chain to ensure alignment on service strategy, product improvements, and lifecycle support.Ability to travel up to 50% (domestically & internationally).Bachelor’s degree in Engineering, Business Administration, or a related technical field, with 10+ years of progressive global leadership experience in aftermarket, service operations, or after‑sales management within industrial, analytical, or electronic instrumentation sectors.Master’s degree (MBA or advanced technical degree) in Engineering, Business Administration, or Operations (Preferred).Prior leadership of large‑scale service transformations, including process redesign, global standardization, and deployment of digital service tools (Preferred).Proven ability to lead and transform multinational service organizations, including repair centers, field service, customer support, and aftermarket commercial programs.Experience managing distributor/channel‑based service networks, covering certifications, performance management, and capability development.Strong expertise in service quality systems, including root‑cause analysis, CAPA, and compliance with ISO and regulatory standards.Hands‑on background in global standardization, including process alignment, KPI creation, service documentation, and deployment of systems/tools.Demonstrated financial acumen, including P&L management, budgeting, forecasting, and driving revenue growth in service and aftermarket categories.Proficiency in data analytics to drive decisions, improve service performance, and support quality and operational excellence.Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. AMETEK MOCON is global business headquartered in Brooklyn Park, MN with additional manufacturing facilities located Denmark, Serbia, and the UK with sales and service locations throughout Europe and Asia. MOCON’s instruments are recognized industry standards in gas permeation, package testing, and specialty gas measurement providing the most accurate and repeatable results that leading companies count on to protect and enhance their product quality and integrity.