Senior Manager, Customer Experience (Service & Arftermarket Senior Manager)

Job description

Nordson Electronics Solutions, a global leader in assembly and advanced packaging stage solutions, is seeking an experienced and highly motivated individual to join our team. We are committed to creating a diverse and inclusive workplace, and we are looking for candidates who share that same commitment. Summary of the role As a member of our team, you will have the opportunity to work in a dynamic and collaborative environment, where your ideas and contributions will be valued and respected. Job Summary The Senior Manager, Aftermarket & Service Operations is responsible for leading the strategic and operational execution of the company's aftermarket business, including field service, customer support, spare parts, technical support, service contracts, and lifecycle solutions. The role drives revenue growth, customer satisfaction, equipment reliability, and profitability across the installed base while ensuring a world-class customer experience throughout the equipment lifecycle. As a member of the leadership team, the Senior Manager develops and executes aftermarket growth strategies, builds high-performing service organizations, and partners with Sales, Engineering, Supply Chain, and Operations to deliver customer value and achieve business objectives. Essential Job Duties and Responsibilities Business Growth & Strategy Develop and execute the aftermarket growth strategy for parts, service, upgrades, retrofits offerings. Drive recurring revenue through service contracts, preventive maintenance agreements, and lifecycle service programs. Identify opportunities to increase customer retention, equipment uptime, and aftermarket penetration. Support annual business planning, forecasting, and budget development. Customer Experience Serve as the voice of the customer and champion a customer-centric culture. Establish and maintain relationships with key accounts and strategic customers. Monitor customer satisfaction metrics and implement improvement initiatives. Lead resolution of escalated customer and operational issues. Service Operations Lead field service, technical support, applications support, and service administration teams. Ensure effective deployment of technical resources to meet customer requirements. Drive continuous improvement of service processes, response times, and service quality. Establish and monitor KPIs for safety, productivity, utilization, and customer satisfaction. Parts & Lifecycle Management Manage spare parts and service inventory strategies to maximize availability and profitability. Collaborate with Supply Chain and Operations to improve fulfillment performance. Support equipment modernization, rebuild, and upgrade programs. Optimize pricing and commercial strategies for aftermarket products and services. Financial Management Own revenue, margin, and cost performance for the aftermarket business. Drive profitability through productivity improvements and service excellence. Monitor service contract performance and ensure achievement of financial targets. Leadership & Talent Development Build and develop a high-performing team across service, technical support, and customer experience functions. Foster a culture of accountability, safety, collaboration, and continuous improvement. Coach managers and team members to support succession planning and organizational growth. Lead organizational change initiatives aligned with company strategy. Education and Experience Requirements Bachelor's degree in Engineering, Business, Operations Management, or related field. MBA preferred. 10+ years of experience in aftermarket, service operations, customer support, or commercial leadership within a capital equipment, industrial manufacturing, automation, or machinery environment. 5+ years of leadership experience managing multi-functional teams. Demonstrated success growing aftermarket revenue and service profitability. Experience leading field service organizations and customer-facing teams. Experienced in Capital Equipment aftermarkets management. Commercially focused, creative, confident, self-driven and inventive, able to originate complex commercial solutions, yet patient and tenacious as required. Able to drive change management within the customer base. Excellent communications skills – the ability to listen and to communicate complex commercial solutions confidently. Outstanding people-management, organizational, collaborative, inspirational, analytical, influencing and motivational skills. High levels of personal initiative, motivation, credibility and integrity, able to secure buy-in from others to new ideas and concepts. Experience in ERP,SAP and showed efficiency in Microsoft office applications.Experience in selling to large OEM or EMS accounts. Preferred Skills and Abilities Exceptional demonstrated technical skills and the ability to learn and apply knowledge regarding metal stamping Strong aptitude for visualizing and conceptualizing future market, prospect, and account needs and trends Excellent interpersonal skills, highly ethical in their interactions Strong aptitude for visualizing and conceptualizing future market, prospect, and account needs and trends Experience with ERP and reporting system like SAP, C4C Able to build and cultivate superior relationships with internal and external contacts Working Conditions and Physical Demands Office environment . To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to sit and use hands to finger, handle or feel and talk and hear. The employee is frequently required to type on a computer. Occasionally required to stand, walk, and reach with hands and arms; requires close vision ability. Noise level is usually moderate. Noise level is usually moderate. Travel Required Domestic 20% International 10% #LI-CL1 Interested? If you are interested in being a part of a team and creating an inclusive and diverse workplace, please apply online with your CV. About Nordson Electronics Solutions Nordson Electronics Solutions is a trusted surface treatment and precision fluid dispensing equipment supplier within the global electronics manufacturing industry, working closely with semiconductor, printed circuit board, and precision assembly manufacturers. By joining our team today, you will help us bring innovative ideas to life. Nordson Electronics Solutions is a global team that works to create machines and systems that improve the electronics and semiconductor manufacturing process. We offer a supportive culture in a growing and dynamic work environment. Whether you're just beginning your career or you're a seasoned professional, there's a place for you to belong at Nordson Electronics Solutions. We offer hourly and salary positions in production, maintenance, customer service, quality, engineering, and more. We actively invest in our teams to help you build your skillsets and advance your career.