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Director of Service and Aftermarket Operations, North America Stationary

Location: Michigan City, Indiana, United States
Job ID: R0045069
Date Posted: Feb 22, 2024
Segment: Connective Industries
Business Unit: Hitachi Industrial Equipment Systems
Company Name: HITACHI GLOBAL AIR POWER US, LLC
Profession (Job Category): Engineering & Science
Job Type (Experience Level): Management
Job Schedule: Full time
Remote: Yes

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Description

The Director of Service and Aftermarket Operations plays a crucial role in advancing the company's growth objectives. Tasked with formulating and executing strategic plans for Field Service, Aftermarket, and Digital Operations infrastructure deployment, this individual closely collaborates with the leadership and Executive team to enhance the profitability of the Hitachi Global Air Power Service and Aftermarket business in North America.

Primary responsibilities include establishing standard operating procedures for Service Operations across the Hitachi Air Centers network and executing strategic initiatives to maintain high levels of customer satisfaction and retention within the broader North American equipment installed base. This comprehensive approach ensures operational excellence and strategic foresight, driving sustained growth and success.

Duties and responsibilities:

  • Oversee budgeting, planning, and management of all Service and Aftermarket Operations functions to exceed corporate objectives for strategy, growth, and profitability.
  • Develop and execute the North American Service Operations Organization Structure, including recruitment of a skilled leadership team for deployment as needed.
  • Standardize Operating Procedures (SOP) across direct service businesses in newly established Hitachi Air Center branch offices across North America, ensuring integration with Sales within the broader HGAP cross-functional business framework.
  • Collaborate closely with Product Management and Aftermarket Sales Teams to develop market-leading aftermarket offerings, analyzing future Service and Aftermarket product plans and expansion endeavors to strategize penetration tactics.
  • Develop and maintain strategic plans aligned with corporate growth objectives, providing concise progress updates and resource requirements to the Leadership Team and Executive Committee.
  • Spearhead critical IoT digital platform design and integration projects aligned with strategic customer retention, market penetration, and demand.
  • Collaborate on Greenfield and M&A initiatives during the Hitachi Air Center direct network expansion.
  • Liaise with IT and Commercial Operations teams to seamlessly integrate operating and service systems across acquired and Greenfield businesses within the HAC network.
  • Promote a culture of growth and continuous improvement during the transition to direct service offerings within the Regional Air Center network.
  • Lead the development and execution of the Field Service Training program to cultivate a pipeline of field service technicians and technical salespeople in alignment with growth strategies.
  • Evaluate the end-user target market, competition, and independent distributor network’s aftermarket positioning, executing strategies to maintain a leading aftermarket sales and customer retention position.
  • Develop and execute strategies to elevate retention rates for aftermarket components within the extensive HGAP equipment installed base across direct and indirect territories.
  • Collaborate closely with Regional HAC General Managers to oversee warehouse and facility operations, inventory management, and rental equipment maintenance, ensuring compliance with EH&S standards, HGAP policies, and regulations.
  • Coordinate with HGAP sales, planning, and operations to ensure precise demand forecasts for equipment parts.
  • Ensure comprehensive training and compliance with HGAP policies within the HAC model, covering fleet vehicles, expense accounts, professionalism, mandated training modules, and adherence to core values.
  • Willingness to travel up to 50% as required.

Qualifications:

Education:

  • Bachelor's degree (BA/BS) in a business discipline, technical discipline such as engineering and/or mathematics is preferred,
  • MBA or master’s degree in mathematics or engineering discipline preferred. 

Professional experience:

  • At least 8-10+ years of professional experience building and leading teams specifically in Industrial Field Service and/or Installed Base Aftermarket Operations required.
  • Must be able to demonstrate track record of growth resulting from a scalable robust strategy to increase customer satisfaction, retention and base expansion through the development and deployment of exceptional operational standards and policies.
  • Can effectively navigate a cross-functional matrix organization as needed.
  • Industrial Air Compressor Experience (or equivalent HVAC, Pumps, Blowers, Vacuum) required.
  • Has a keen understanding of the maintenance cycle from start to finish and can demonstrate innovative ways to meet customers’ needs.  Prefer significant mechanical background and experience working on industrial equipment.
  • Experience in the development and deployment of IoT connectivity initiatives a strong plus.
  • Must have experience driving a disciplined, metrics-driven professional planning and implementation process, including critically important accountability loops to align activity with the objective.
  • Experience running field service operations from “hub and spoke” locations a strong plus.
  • Excellent interpersonal and communication skills, written and verbal, especially pertaining to cross-functional project implementation.
  • Exceptional presentation and negotiation skills.
  • Proficient in Microsoft Office or equivalent.
  • Prefer experience with SAP Service Module and Salesforce (sales cloud and lightning service front-end) platforms.
  • Ability to communicate professionally with all levels of the organizations, including both internal and external customers.

Direct reports:

  • Regional Service Operations Managers
  • Regional Aftermarket Operations Managers
  • Digital Program/Project Manager(s) and deployment team

The successful candidate is responsible for complying with Hitachi Global Air Power US Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Hitachi Global Air Power US is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.

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