VP, After Sales & Service, Life Science Systems

VP, After Sales & Service, Life Science Systems
Department:     Life Science Systems & Global After Sales & Services
Reports To:        President, Life Science Systems (Solid Line) and SVP, After Sales & Service (Dotted Line)
Location(s):        Open, with preference to Cambridge, ON Canada; Chicago, IL USA; Munich, Germany; Remote-USA in close proximity major airport and on EST
Travel:                Up to 50%
 
The VP, After Sales & Service, Life Science Systems will be the functional owner of global After Sales and services for the Life Science Systems segment. This strategic operational leadership position will sit on both the Global Services and Life Science Systems leadership teams and will have ownership of all activities in alignment with the Global After-Sales and Service strategy within Life Science Systems.  The role will provide leadership by example in the adoption of streamlined processes, KPI implementation, customer focus, pipeline management, technical aptitude, M&A integration and exceeding performance goals. The successful candidate must have experience in a fast paced, dynamic environment leading both commercial and operational global teams to success.  
Job Description
RESPONSIBILITIES: 
•    Promote a customer-centric culture, develop a strategic plan, and roadmap for implementation to drive consistent growth in our aftermarket portfolio across the Life Sciences Systems segment while continuously improving customer experience.  
•    Maximize the efficiency of our internal and global services resources through the implementation of robust processes, the use of our continuous improvement business system (ABM), and the development and implementation of our toolset to maximize the impact on customers.
•    Lead the Front End (FE) and Back End (BE) of the Life Sciences Systems segment after-sales and service business in-line with agreed upon processes. 
•    Directly, and through a matrixed team, pro-actively articulate and deliver value added service solutions to our customers through the life cycle of their equipment.
•    Leverage and implement standardized global processes
•    Develop and leverage our customer feedback into KPI’s to drive focused customer support, conduct root cause analysis and corrective actions.
•    Develop performance measurement tools and visual aids (i.e. DVM), focused around delivering profitable growth to the business through world-class service and support to customers.
•    Ensure the comprehensive use of the company IT infrastructure (example: CRM: Sales Force; ERP: Oracle) for all customer interactions and department activities. 
•    Act as the escalation point for all Life Science Systems service issues or customer complaints and work them through to resolution with root-cause analysis and corrective actions.
•    Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct. 
•    Act as facilitator/participant in site and global meetings/functions as needed.
•    Frequently travels to ATS sites and customer facilities to manage, monitor, and lead teams toward business and customer objectives.
 
QUALIFICATIONS:    
Education:    
•    A diploma or degree specializing in a technical field, preferably mechanical/electrical engineering.
Experience:
•    A minimum of 15 years’ of experience in sales, operations and/or service/aftermarket leadership with a focus on lean process management.
•    Previous experience working in the custom automation equipment business or Life Sciences segment.
•    Excellent sales, communication, and customer relationship management skills are essential. Demonstratable ability to form customer relationships at senior and C-suite levels.
•    Strong computer skills with demonstratable knowledgeable of MS Windows/Office suite, CRM, and ERP is essential.
•    Ability to work with large amounts of data to analyze and derive business insights. 
•    Operational/ Project/ Program Management of large enterprise projects is an asset.
•    International experience / travel /assignment in aforementioned areas is an asset.
 
Additional Information
HEALTH, SAFETY, & ENVIRONMENT: 
All managers are responsible for creating a positive safety culture and maintaining a safe and healthy workplace. It is the responsibility of each manager to ensure that employees receive regular training regarding health, safety and environmental matters.  Each manager is also accountable to ensure that HSE matters are addressed in a timely manner and that compliance with both legislative and corporate requirements are maintained.
Manager responsibilities for Health, Safety and Environment include:
•    Demonstrate leadership in Health, Safety and Environment compliance
•    Hold team members accountable for health, safety and environmental compliance as part of the annual performance review process
•    Ensure that the requirements of the health, safety and environment management system are implemented and maintained
•    Carry out hazard assessments, inspections, and audits as required by legislative framework and/or corporate requirements
•    Ensure that training is provided to all departmental employees are per established training matrix
•    Implement appropriate corrective measures for unsafe conditions and unsafe acts
•    Ensure that appropriate equipment, materials and protective devices are provided and maintained in safe condition
•    Provide information, instruction and supervision to employees 
•    Take every precaution reasonable in the circumstances for the protection of employees