What are the responsibilities and job description for the Manager, Parts & Service position at Samuel, Son & Co.?
Key Responsibilities
Aftermarket Strategy & Growth
- Own and execute the growth strategy for parts and service across strapping equipment and related packaging systems
- Drive recurring revenue through spare parts programs, preventative maintenance, and service agreements
- Partner with sales to expand installed base penetration, cross-sell parts, and increase customer share of wallet
- Identify opportunities to standardize and scale offerings across key product lines (tools, heads, dispensers, automation systems)
Parts Business Leadership
- Lead all aspects of parts operations including pricing, stocking strategy, and fulfillment
- Optimize inventory using an 80/20 approach—prioritizing high-velocity and critical spare parts for strapping systems and tools
- Improve fill rates, lead times, and inventory turns while managing working capital
- Develop strategic SIOP program to ensure continuity of supply and cost competitiveness
- Establish pricing strategies that protect margin while remaining competitive in the market
- Drive aftermarket kits (PM kits, wear-part kits, rebuild kits) to simplify ordering and increase average order value
Service Operations (Strapping Equipment Focus)
- Lead service delivery for field service technicians and in-house repair teams supporting strapping tools and systems
- Ensure rapid response and high first-time fix rates to minimize customer downtime
- Standardize service processes including diagnostics, repair procedures, and reporting
- Develop preventative maintenance programs specific to strapping equipment wear components (seals, cutters, tensioners, motors, etc.)
- Manage service scheduling, technician utilization, and geographic coverage
Customer Experience & Reliability
- Position the business as a trusted partner for equipment uptime and reliability
- Support key accounts with proactive maintenance planning and lifecycle management of strapping equipment
- Resolve escalated service and parts issues quickly and effectively
- Provide technical guidance to customers and internal teams on equipment performance and optimization
Financial & Performance Management
- Own P&L performance for parts and service operations
- Drive revenue growth, gross margin expansion, and cost control
- Monitor and improve key KPIs: - Parts revenue & margin
- Service revenue & technician productivity
- Fill rate / backorder levels
- Inventory turns & obsolescence
- Equipment uptime / response time
Leadership & Development
- Provide technical and commercial training on strapping systems and components
- Foster a culture of accountability, urgency, and continuous improvement
Process Improvement & Standardization
- Implement Lean principles to streamline parts flow and service delivery
- Standardize SKUs, suppliers, and repair processes across locations
- Leverage ERP and service management systems to improve visibility, forecasting, and execution
Qualifications
- 5–10 years of experience in aftermarket parts and service, preferably in packaging equipment, strapping systems, or industrial tools
- Strong understanding of mechanical/electromechanical systems (strapping heads, hand tools, automation components)
- Proven success in growing parts and service revenue streams
- Experience managing inventory, supplier relationships.
- Strong financial acumen with P&L responsibility
- Experience with ERP systems and field service management tools
Key Competencies
- Aftermarket growth mindset (recurring revenue focus)
- Technical understanding of packaging/strapping equipment
- Inventory and supply chain optimization (80/20 discipline)
- Customer-centric problem solving
- Operational execution and process discipline
- Team leadership and development
- Strong alignment between sales, service, and supply chain
SAMOMM
Aftermarket Strategy & Growth
- Own and execute the growth strategy for parts and service across strapping equipment and related packaging systems
- Drive recurring revenue through spare parts programs, preventative maintenance, and service agreements
- Partner with sales to expand installed base penetration, cross-sell parts, and increase customer share of wallet
- Identify opportunities to standardize and scale offerings across key product lines (tools, heads, dispensers, automation systems)
Parts Business Leadership
- Lead all aspects of parts operations including pricing, stocking strategy, and fulfillment
- Optimize inventory using an 80/20 approach—prioritizing high-velocity and critical spare parts for strapping systems and tools
- Improve fill rates, lead times, and inventory turns while managing working capital
- Develop strategic SIOP program to ensure continuity of supply and cost competitiveness
- Establish pricing strategies that protect margin while remaining competitive in the market
- Drive aftermarket kits (PM kits, wear-part kits, rebuild kits) to simplify ordering and increase average order value
Service Operations (Strapping Equipment Focus)
- Lead service delivery for field service technicians and in-house repair teams supporting strapping tools and systems
- Ensure rapid response and high first-time fix rates to minimize customer downtime
- Standardize service processes including diagnostics, repair procedures, and reporting
- Develop preventative maintenance programs specific to strapping equipment wear components (seals, cutters, tensioners, motors, etc.)
- Manage service scheduling, technician utilization, and geographic coverage
Customer Experience & Reliability
- Position the business as a trusted partner for equipment uptime and reliability
- Support key accounts with proactive maintenance planning and lifecycle management of strapping equipment
- Resolve escalated service and parts issues quickly and effectively
- Provide technical guidance to customers and internal teams on equipment performance and optimization
Financial & Performance Management
- Own P&L performance for parts and service operations
- Drive revenue growth, gross margin expansion, and cost control
- Monitor and improve key KPIs: - Parts revenue & margin
- Service revenue & technician productivity
- Fill rate / backorder levels
- Inventory turns & obsolescence
- Equipment uptime / response time
Leadership & Development
- Provide technical and commercial training on strapping systems and components
- Foster a culture of accountability, urgency, and continuous improvement
Process Improvement & Standardization
- Implement Lean principles to streamline parts flow and service delivery
- Standardize SKUs, suppliers, and repair processes across locations
- Leverage ERP and service management systems to improve visibility, forecasting, and execution
Qualifications
- 5–10 years of experience in aftermarket parts and service, preferably in packaging equipment, strapping systems, or industrial tools
- Strong understanding of mechanical/electromechanical systems (strapping heads, hand tools, automation components)
- Proven success in growing parts and service revenue streams
- Experience managing inventory, supplier relationships.
- Strong financial acumen with P&L responsibility
- Experience with ERP systems and field service management tools
Key Competencies
- Aftermarket growth mindset (recurring revenue focus)
- Technical understanding of packaging/strapping equipment
- Inventory and supply chain optimization (80/20 discipline)
- Customer-centric problem solving
- Operational execution and process discipline
- Team leadership and development
- Strong alignment between sales, service, and supply chain
SAMOMM