Director of Aftermarket

About Paper Machinery Corporation

Headquartered in Milwaukee, Wisconsin, Paper Machinery Corporation (PMC) is the world's leading designer and manufacturer of advanced forming machines for paperboard cups, containers, and custom packages. Since 1951, our mission has been to deliver cutting-edge engineering, technology, and innovation to the machinery manufacturing industry.

Our state-of-the-art equipment is installed across the globe, supporting sustainability initiatives for iconic brands including Chick-fil-A, McDonald's, Starbucks, Dunkin', and Häagen-Dazs.

Employee-owned since 2016, PMC is consistently recognized as a Milwaukee Journal Sentinel Top Workplace. We value innovation, initiative, and collaboration, and we offer a supportive environment where employees are empowered to make an impact.

Position Overview

Paper Machinery Corporation is seeking a Director of Aftermarket Services to lead and grow our global aftermarket business, including replacement parts, field service, technical support, customer training, and preventive maintenance programs.

This role is responsible for developing and executing strategies that maximize customer satisfaction, equipment performance, recurring revenue, and long-term customer retention. The Director of Aftermarket Services will serve as a key leader within the organization, working closely with Sales, Engineering, Manufacturing, and Customer Service teams to deliver exceptional support throughout the lifecycle of PMC equipment.

The ideal candidate combines strong technical knowledge, customer-focused leadership, business acumen, and experience managing service organizations within a manufacturing or capital equipment environment.

Key Responsibilities

Aftermarket Strategy & Business Growth

• Develop and execute the strategic vision for PMC's global aftermarket business
• Drive growth in parts sales, field service, training, technical support, and preventive maintenance programs
• Identify new service offerings and recurring revenue opportunities that enhance customer value
• Establish annual goals, budgets, KPIs, and performance metrics for the aftermarket organization
• Partner with Sales and Customer Service teams to increase customer engagement and retention

Service Operations Leadership

• Lead and develop teams responsible for parts, field service, technical support, and training
• Create scalable service processes that improve responsiveness, efficiency, and customer satisfaction
• Establish and manage technical phone and remote support programs for customers worldwide
• Oversee service scheduling, technician deployment, and resource planning
• Monitor service performance and implement continuous improvement initiatives

Customer Support & Training

• Ensure customers receive world-class technical support throughout the lifecycle of their equipment
• Develop customer training programs focused on machine operation, maintenance, troubleshooting, and performance optimization
• Lead initiatives that improve equipment uptime and overall customer experience
• Support key customer relationships and assist with escalation management when needed

Preventive Maintenance & Reliability Programs

• Develop and expand preventive maintenance programs designed to maximize machine performance and reliability
• Work with Engineering and Service teams to create maintenance standards, service packages, and lifecycle support plans
• Analyze field performance data and customer feedback to identify improvement opportunities

Cross-Functional Collaboration

• Collaborate with Engineering, Manufacturing, Sales, and Product Management teams to improve equipment serviceability and supportability
• Provide customer and market feedback to support future product development initiatives
• Support major customer visits, site acceptance activities, and industry events as needed

Qualifications

Required

• Bachelor's degree in Engineering, Business, Operations, or related field, or equivalent industry experience
• 7 years of leadership experience in aftermarket services, field service, customer support, industrial equipment, manufacturing, or related industries
• Demonstrated experience leading technical service teams and customer-facing organizations
• Strong understanding of mechanical systems, industrial machinery, automation, or capital equipment
• Experience managing budgets, performance metrics, and operational improvement initiatives
• Excellent leadership, communication, and relationship-building skills
• Willingness to travel domestically and internationally

Preferred

• Experience supporting capital equipment, packaging machinery, converting equipment, automation systems, or industrial manufacturing equipment
• Experience with service contracts, preventive maintenance programs, and recurring revenue models
• Knowledge of CRM, ERP, and service management systems
• Lean Manufacturing or Continuous Improvement experience

Why Join PMC?

• Lead a critical business function with significant impact on customer success and company growth
• Opportunity to shape and expand PMC's global aftermarket strategy
• Employee-owned company (ESOP)
• Competitive compensation and comprehensive benefits package
• Collaborative culture focused on innovation, teamwork, and continuous improvement
• Join an industry leader with a global reputation for engineering excellence

Paper Machinery Corporation is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other protected status.