Conair, as part of Piovan Group, is the leading producer of auxiliary equipment for plastics processing in the world. We make and market over 450 different products, including resin-drying systems, blenders, feeders and material-conveying systems, temperature-control equipment, and granulators. Extrusion solutions include gravimetric control systems, film and sheet scrap-reclaim systems and downstream equipment for pipe and profile extrusion. Conair is also a leader in plastics process integration, engineering and installing complete manufacturing systems that help plastics processors manage their valuable raw materials, handle their critical manufactured parts, and improve their process yield. After equipment installation, Conair provides industry leading aftersales support via their Parts, Service, and Industry 4.0 offerings to ensure our customers Make Every Pellet Count!

Role

The Vice President, After Sales - Service, Parts and Installation is responsible for coordinating Conair’s aftermarket activities, with strong emphasis on continuing a strong tradition of the best installation and 24/7 technical support in the plastics auxiliary equipment industry as well as an industry leading part replacement program. The V.P. of Customer Care will instill a “customer first” attitude, from your managers to your teams, by ensuring a strong focus on recruiting, training, and developing those Customer Care team members.

This position requires a strong focus on continuing our rapid growth in profitable aftermarket services, including parts sales, service agreements, extended warranties, training, and other value-added services. An ability to develop the right strategies, aftermarket products and organization to deliver these services in a rapid ramp-up environment (from a strong base) is critical.

In this role, you will direct the work of three primary teams promoting a culture of excellence and accountability:

1) Service, including Customer Care Representatives, Service Specialists, Field Service Technicians, a Service Manager and Field Service Supervisor.

2) Parts Sales, including Customer Care Representatives, Parts Specialists, and a Parts Manager.

3) Installation, including four installation crews, an Installation Supervisor, and a Dispatcher.

Additionally, a Customer Care Business Development Manager (BDM) reports to you; the BDM is a new direct sales role focused on the growth of our aftermarket services. In total, you will be guiding the work of around 50 full-time staff, plus several contractors. This position reports to the President of Conair, located in both our Cranberry Township and Franklin, Pennsylvania, locations (shared time).

Duties and Responsibilities

• Direct/Manage/Supervise the Service Manager, Parts Manager, and Installation Supervisor. Ensure that you have the right people, properly motivated, with the right skill sets, tools, and training.
• Direct/Manage/Supervise the Customer Care Business Development Manager. This includes developing sales strategies, support packages, bundling and promotional approaches.
• Ensure the Customer Care Service team properly handles aftermarket support activities; Facilitate resolution of technical problems on all Conair products.
• Monitor client satisfaction and feedback, proactively addressing issues, and driving continuous improvement.
• Develop and implement technical product support policies and procedures.
• Rapidly increase Conair revenue through the implementation and sales of service agreements, extended warranties, training, and other aftermarket services; Properly plan for organizational needs to support growth.
• Interact internally with other departments, including engineering, sales, product managers, finance, operations, and Conair’s international team. Interact externally with customers, sales representatives, and outside vendors.
• Align with Piovan S.p.A., as well as other Piovan brands, such as Thermal Care, UnaDyn and Pelletron, to achieve Piovan North America KPI’s.
• Analyze current processes; measure employee and customer satisfaction levels and implement changes to continually improve results.
• Prepare and manage departmental budgets and expenditures; negotiate and settle customer disputes regarding billing, warranty, work, schedules, and credits.