Executive Director Aftermarket (w/m/d)

hillenbrand; Deutschland; Sur place; EUR 150 000 - 210 000; Plein temps

Résumé du poste

Hillenbrand seeks a strategic leader to drive the global Material Handling service business, shaping the service portfolio, pricing, and standards while aligning with growth objectives. You will lead regional teams, advance digital services, and expand the installed base, delivering superior uptime, reliability, and customer value across industries.

This executive role requires a Bachelor and MBA preferred, 10+ years in service leadership, and a track record of profitable growth in industrial

Qualifications

• Bachelor's degree in Engineering, Industrial Engineering, Business Administration, or related field.
• Master's degree (MBA or equivalent) preferred.

Responsabilités

• Develop and execute the global Material Handling service strategy aligned with business objectives and growth ambitions.
• Define and implement a lifecycle service offering covering spare parts, field service, inspections, maintenance programs, upgrades, digital services, and long-term service agreements.
• Identify and develop new service revenue opportunities across the installed base.
• Lead regional teams in developing local service growth strategies while ensuring global consistency.
• Drive service excellence as a key element of the customer value proposition.
• Global expansion of the components business.
• Own the global service portfolio for the Material Handling business.
• Collaborate with Product Management to develop service-friendly products and lifecycle solutions.
• Define service standards, pricing frameworks, and commercial policies.
• Lead the development of the component business to sales growth opportunities and improve business performance.
• Ensure service offerings evolve in line with customer needs and emerging market trends.
• Establish strong relationships with key customers and strategic accounts.
• Promote proactive customer engagement to maximize equipment uptime, reliability, and productivity.
• Develop programs to increase service penetration across the global installed base.
• Implement systematic customer feedback processes and continuously improve service delivery.
• Act as executive sponsor for critical customer service escalations.
• Improve service execution and operational performance globally.
• Drive the capture rate across the installed base.
• Establish and monitor KPIs related to service revenue, margin, response times, customer satisfaction, safety, and service productivity.
• Drive standardization of service processes, tools, and performance management systems.
• Implement continuous improvement initiatives focused on efficiency, quality, and scalability.
• Expand the component set-up globally regarding profitable growth across different industries.
• Ensure compliance with safety, quality, and regulatory requirements.
• Lead the development and deployment of digital service solutions, remote support capabilities, condition monitoring, and predictive maintenance technologies.
• Leverage data analytics to improve service delivery and customer outcomes.
• Drive adoption of Industry 4.0 and AI technologies within the service organization.
• Collaborate with technology and engineering teams to develop future-oriented service offerings.
• Drive global service revenue growth, profitability, and recurring income streams.
• Develop annual service business plans, forecasts, and strategic growth initiatives.
• Monitor financial performance and identify opportunities to improve margins and operating efficiency.
• Support pricing optimization and commercial excellence initiatives.
• Contribute to overall business performance through effective lifecycle revenue management.
• Lead and develop a high-performing global service organization.
• Foster a culture of accountability, customer focus, innovation, collaboration, and continuous improvement.
• Build organizational capabilities to support future growth and digital transformation.
• Develop succession plans and talent pipelines for critical service leadership positions.
• Promote cross-functional collaboration across Product Management, Engineering, Operations, Sales, and Service teams.

Connaissances

Strategic leadership

Global service operations

Customer relationship management

Digital transformation

Financial acumen

Formation

Bachelor's degree in Engineering, Industrial Engineering, Business Administration, or related field

MBA or equivalent preferred

Description du poste

Key Responsibilities

Strategic Leadership & Service Business Development

• Develop and execute the global Material Handling service strategy aligned with business objectives and growth ambitions
• Define and implement a lifecycle service offering covering spare parts, field service, inspections, maintenance programs, upgrades, digital services, and long-term service agreements
• Identify and develop new service revenue opportunities across the installed base
• Lead regional teams in developing local service growth strategies while ensuring global consistency
• Drive service excellence as a key element of the customer value proposition
• Global expansion of the components business

Service Portfolio & Lifecycle Management

• Own the global service portfolio for the Material Handling business
• Collaborate with Product Management to develop service-friendly products and lifecycle solutions
• Define service standards, pricing frameworks, and commercial policies
• Lead the development of the component business to sales growth opportunities and improve business performance
• Ensure service offerings evolve in line with customer needs and emerging market trends

Customer Experience & Installed Base Growth

• Establish strong relationships with key customers and strategic accounts
• Promote proactive customer engagement to maximize equipment uptime, reliability, and productivity
• Develop programs to increase service penetration across the global installed base
• Implement systematic customer feedback processes and continuously improve service delivery
• Act as executive sponsor for critical customer service escalations

Operational Excellence

• Improve service execution and operational performance globally
• Drive the capture rate across the installed based
• Establish and monitor KPIs related to service revenue, margin, response times, customer satisfaction, safety, and service productivity
• Drive standardization of service processes, tools, and performance management systems
• Implement continuous improvement initiatives focused on efficiency, quality, and scalability
• Expand the component set-up globally regarding profitable growth across different industries
• Ensure compliance with safety, quality, and regulatory requirements

Digital Services & Innovation

• Lead the development and deployment of digital service solutions, remote support capabilities, condition monitoring, and predictive maintenance technologies
• Leverage data analytics to improve service delivery and customer outcomes
• Drive adoption of Industry 4.0 and AI technologies within the service organization
• Collaborate with technology and engineering teams to develop future-oriented service offerings

Financial Performance

• Drive global service revenue growth, profitability, and recurring income streams
• Develop annual service business plans, forecasts, and strategic growth initiatives
• Monitor financial performance and identify opportunities to improve margins and operating efficiency
• Support pricing optimization and commercial excellence initiatives
• Contribute to overall business performance through effective lifecycle revenue management

Leadership & Organizational Development

• Lead and develop a high-performing global service organization
• Foster a culture of accountability, customer focus, innovation, collaboration, and continuous improvement
• Build organizational capabilities to support future growth and digital transformation
• Develop succession plans and talent pipelines for critical service leadership positions
• Promote cross-functional collaboration across Product Management, Engineering, Operations, Sales, and Service teams

Candidate profile

Educational Background

• Bachelor's degree in Engineering, Industrial Engineering, Business Administration, or a related field
• Master's degree (MBA or equivalent) preferred

Preferred Attributes

• Passion for customer success and operational excellence
• Entrepreneurial mindset with a strong focus on growth and innovation
• Ability to balance strategic vision with operational execution
• Collaborative leader who builds strong partnerships across functions and regions
• Advocate for digital transformation and continuous improvement

Professional Experience

• Minimum of 10 years of progressive leadership experience in Service, Aftermarket, Operations, Product Support, or related industrial businesses
• Proven experience managing global service operations within industrial equipment, material handling, process systems, or related industries
• Demonstrated success in driving service growth, profitability, and customer satisfaction.
• Experience leading international and cross-functional teams in a matrix organization

Technical & Industry Knowledge

• Strong understanding of material handling systems, pneumatic conveying, feeding technologies, and industrial process equipment
• Experience with aftermarket services, spare parts management, field service operations, and equipment lifecycle management
• Knowledge of digital service technologies, predictive maintenance, remote diagnostic