Job Description

About Us:

Alliance Machine Systems International, LLC is a privately held company with over 35 years of history dedicated to providing corrugated box manufacturing machines and services to the changing industry. As the paperboard packaging industry's premier global supplier of productivity-enhancing process machinery and systems, we supply innovative designs, intelligent automation, and optimized workflow, coupled with highly responsive parts and service support. Our United States and Europe based engineering, manufacturing, sales and service operations provide a global support system covering the full product portfolio of Alliance, Serco, TEI, ASC, Pallmac, J&L and Tanabe machines.

Job Description:

Reporting to the President of Alliance Machine Systems, the VP of Customer Care will be responsible for influencing people, products, and performance across the division's operating sites. This individual will be instrumental in driving profitability and step-change performance within the Alliance culture. A key member of the Executive Leadership Team, the VP of Customer Care will partner with the other leaders to outline strategy for both Customer Care and the Division as a whole. The VP of Customer Care leads all aspects of Alliance’s KPIs, TTIs and Customer Care metrics as well as objectives and initiatives in support of the Alliance’s business objectives.

The VP of Customer Care will oversee all aspects of the division's Customer Care including Field Service, After Market Sales, and Customer Support. This person will champion process improvement, Customer Trust programs and multi-organizational collaboration to achieve optimized performance across all Alliance business units.

The VP of Customer Care must have a proven track record in senior management in a highly dynamic setting. This individual must build camaraderie and consistency amongst the Customer Care Team and assist with recruiting, training, and coaching Team Members on Customer Trust principles, and facilitating change management across the Alliance organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides leadership to operational plans delivering on the business unit strategies across all domestic Alliance sites in all areas of Customer Care.
2. Assess the current state of Customer Care within Alliance’s network of sites and functions and plan, develop, organize, implement, and execute a holistic future state structure; reviewing people, positions, flex capacity, and evaluating core competencies to drive profitability across multiple sites.
3. Implement and drive Customer Trust System by earning our customer’s trust through development and delivery of exceptional solutions, delivered on time, and without warranty issues.
4. Partner closely with Finance to ensure alignment on key drivers of success and lead key metrics and processes with site leaders.
5. Drive Customer Trust excellence with timely aftermarket parts and sound installation and start-up support.
6. Provide clarity and leadership for warranty issues with a focus on customer needs.
7. Contribute as a key member of the Executive Leadership Team (ELT) to outline organization strategy and vision with the Division President and others on the ELT.
8. Purposeful people planning implementing local/site organizational structures required to meet the needs of the business by driving best practices, minimizing waste, and enhancing efficiency.
9. Lead the operation function and ensure the right positions and people are developed to ensure the current and future needs of the organization are satisfied.
10. Develop Leaders who drive for performance excellence in the Barry-Wehmiller culture.
11. Assume a hands-on style to leadership that emphasizes teamwork and collaboration with a strong customer focus. Drive accountability for results yet be supportive and effective at developing individuals to assume greater levels of responsibility and personal contribution.
12. Lead, motivate, and develop the functional team on an ongoing basis, and provide direct feedback, counseling, and coaching to drive practices and processes and overall Alliance performance.
13. Analyze customer feedback and data to identify trends and opportunities for improvement in the customer experience.
14. Develop and implement customer service initiatives to enhance customer satisfaction and loyalty.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

1. A Bachelor's degree in Engineering or relevant discipline.
2. Master’s Degree is preferred.

Experience and Skills

1. 15+ years in a global environment leading Engineering or Customer Care, with 8+ years’ experience managing multiple manufacturing locations with full Customer Care P&L responsibility.
2. A proven track record of driving Customer Care in identifying areas of improvement (utilizing Lean and Continuous Improvement methodologies) across a large organization, resulting in enhanced aftermarket margins, profitability, and step-change performance.
3. Experience building and leading Customer Care programs and cross-functional teams.
4. Responsible for project installation planning and developing process improvement strategies for complex system installations and support.
5. Demonstrated effective management (both direct and through influence) across multiple organizations and work groups.

The following competencies will differentiate top candidates:

1. Critical thinking and decision quality.
2. Drives results by establishing compelling goals and aggressive schedules for improvement in all facets of Customer Care.
3. Effectively delivers measurable results on organizational commitments.
4. Translates the Alliance vision and strategy into practical, actionable, and quantifiable plans.
5. Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on results.
6. Robust ability to coach, develop, and inspire team members.
7. Entrepreneurial spirit with a results-focused mindset.
8. High degree of intellectual curiosity, integrity, and capability.
9. Openness to feedback and coaching with a strong orientation towards continual learning.
10. Capacity to function in a complex, global environment with ease and fluidity, while driving and influencing results.
11. Process thinker and passion for continuous improvement.
12. Proven experience in a senior customer service leadership role within manufacturing.
13. Deep understanding of the industry, product lifecycle, and customer needs.
14. Strong analytical skills to interpret customer data and identify trends.
15. Expertise in customer service best practices and technology platforms.
16. Excellent communication and interpersonal skills to build strong customer relationships.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Must be willing and able to travel as needed.
2. Able to sit at a desk or computer for sometimes extended periods of time.
3. Able to move about the office and factory with occasional lifting, bending, and reaching.
4. Able to dial, hear and respond to telephone calls and inquiries as necessary.
5. Physically operate various types of office equipment including but not limited to photocopiers, fax machines, 10 key, computers, printers, etc.
6. Meet requirements of daily attendance on job for a full, continuous work schedule.

Compensation: $160,000-180,000 salary (DOE)

Benefits: Alliance offers a competitive benefits package that includes medical, dental, vision, life insurance, disability insurance, 401K with employer match, PTO, paid holidays and a bonus program.

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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.

Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify. Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

Company:

Alliance

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