Director of Aftersales
Director of Aftersales
Posted on :
27-08-2025
Employer Active
1 Vacancy
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Job Description
Director of Aftersales - Harrison OH (Job ID: 1267).
Cincinnati Incorporatedhas been manufacturing machinery since the late 1890s. We pride ourselves on a hard days work and quality. Quality is not only seen in our products but also in our team members. CI employees have shaped the reputation and culture at CI with their uncompromising integrity focus and innovation. The icing on top of the cake: CI offers a competitive andcomprehensive benefit package.Are you ready for your career at CI
Position Summary and Purpose: Cincinnati Inc. is seeking a dynamic and strategic Director of Aftersales to lead our after-sales operations parts specialists and customer supporting functions. This leader will have a strong emphasis on our customers and will be directly responsible for our customer experience. This role will oversee the development and execution of a comprehensive after-sales strategy ensuring customer satisfaction operational efficiency and team performance align with the companys goals. The Director will collaborate closely with service teams establish standard work for inside support teams and create and manage key performance indicators (KPIs) to drive continuous improvement.
Duties and Responsibilities:
- Design and execute a robust aftersales strategy to enhance customer satisfaction increase retention and drive revenue growth through parts service and support offerings. Align strategy with company objectives and market demands.
- Champion a customer-centric culture ensuring timely effective and high-quality support for all aftersales inquiries and issues. Act as an escalation point for complex customer concerns ensuring swift resolution and satisfaction.
- Manage parts teams P&L understand challenges and implement change to ensure customer and product metrics meet expectations.
- Establish monitor and analyze key performance indicators for the aftersales team including metrics such as response time resolution rate customer satisfaction scores and revenue targets. Use data-driven insights to optimize team performance and processes.
- Develop and implement standardized processes and workflows for inside sales team members to ensure consistency efficiency and alignment with customer support goals. Provide training and resources to ensure adherence to standards.
- Partner closely with field service technicians service managers and other cross-functional teams to ensure seamless coordination between aftersales support and service delivery. Foster a collaborative environment to address customer needs holistically.
- Lead mentor and develop a high-performing aftersales team fostering a culture of accountability innovation and continuous improvement. Conduct regular performance reviews and provide coaching to enhance team capabilities.
- Identify opportunities to streamline aftersales processes leverage technology and implement best practices to improve operational efficiency and customer experience.
- Oversee the aftersales department budget ensuring cost-effective allocation of resources while maintaining high service standards. Manage inventory levels for parts and supplies to meet customer demand.
- Stay informed of industry trends customer needs and competitor offerings to ensure Cincinnati Inc.s aftersales services remain competitive and customer-focused.
- Maintain a high level of industry knowledge product knowledge and professionalism to support CI sales and CI customers.
- Assist other departments as needed to maximize customer satisfaction
- Commitment to company values of continuous improvement
- Adopt and promote lean practices in all activities considering the elimination of wasteful resources for any goal other than the creation of value for the end customer
- Some travel is required which includes overnight stays air and car travel. (valid drivers license required)
- Stay current with industry trends competitor technologies and advancements in laser and automation systems to provide informed recommendations to customers and internal teams.
VALUED BUT NOT ESSENTIAL:
- Participate in trade associations
- Bilingual
Education and Experience:
- Bachelors degree in Business Administration Engineering or a related field; MBA preferred.
- 7 years of experience in aftersales customer support distribution or service management with at least 3 years in a leadership role.
- Proven track record of developing and implementing successful aftersales strategies in a manufacturing or industrial environment.
- Strong analytical skills with experience in creating and managing KPIs to drive performance.
- Demonstrated ability to establish standard work processes and lead cross-functional collaboration.
- Exceptional customer service orientation with a passion for delivering outstanding support.
- Excellent leadership communication and interpersonal skills.
- Proficiency in CRM systems ERP software and data analysis tools.
- Ability to thrive in a fast-paced dynamic environment and manage multiple priorities
Knowledge Skills Abilities Characteristics etc.:
- Strong customer orientation
- Proficient in MS Office and Google Workspace applications
- Ability to create and deliver presentations to small and large groups
- Excellent communication skills
- Knowledge of lean methodologies and process improvement frameworks.
- Ability to take ownership of a project and lead by example
- Proficient in project management systems
- Adopt and promote Lean practices in all activities
Physical Demands and Work Environment:The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Demands: Physical demands: employee is occasionally required to stand walk sit use hands to finger handle or feel objects tools or controls. Specific vision abilities required by the job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus. The employee is regularly required to talk and hear.
Work environment: Mostly an office setting The noise level in the work environment is usually low to moderate. There is also travel required for this position.
This role does not offer sponsorship employment benefits and being authorized to work in the U.S. is a precondition of employment. You must be a U.S. Citizen U.S. National or recent lawful permanent resident to apply.
EEO including Vets/Disabled
Some more amazing benefits offered by Cincinnati Incorporated:
Management Incentive Program
Paid Vacations
Paid Holiday and Personal Days
Medical Insurance (including HSA)
Dental Insurance
Vision Insurance
Accident Insurance
Life Insurance: AD&D
Disability Insurance
Generous 401K Employer Match
Flexible Spending Account
Tuition Reimbursement
Employee Assistance Program
Parental Leave
Required Experience:
Director
Employment Type
Full Time
Key Skills
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