Industrial Engineer

Palfinger - Tiffin, OH

Full-time - Senior

Tiffin, OH

10,001+ employees

Machinery Manufacturing

About the position

At PALFINGER, we have been lifting people and goods to a new level for over 90 years - with a pioneering and passionate spirit. As a global technology and engineering company, we are the world's leading manufacturer and supplier of innovative crane and lifting solutions. Our success is based on the tireless efforts of our approximately 12,700 employees, who contribute their skills and energy to our vision. With us, you can expect a dynamic working environment full of opportunities for personal and professional development. Become part of our team and start your career at PALFINGER. The Director of After Market Service & Parts is a leadership role reporting to the Managing Director, Palfinger USA, and is responsible for the management and direction of all post-sale service, parts, and customer support. This role is responsible for driving overall field service department efficiencies, customer satisfaction, and loyalty by ensuring the availability and timely delivery of high-quality parts and field service. This role manages 7-9 direct reports and leads a large US-based, geographically distributed field service organization of over 120 employees.

Responsibilities

• Develop and implement a clearly defined strategy for the aftermarket service and parts department designed to support service growth, customer satisfaction, and profitability.
• Manage, implement, and monitor systems, processes, and practices that drive high-quality service delivery/satisfaction while ensuring cost-effective and operationally efficient internal practices.
• Evaluate and implement workforce planning needs to support the service plan. Optimize human resources based on in-house and field service customer needs.
• Lead, coach, and develop a high-performing, best-in-class field service organization. Establish a culture of collaboration, continuous improvement, employee safety, and development.
• Leverage data and insights to motivate, measure, and reward individual and group performance. Implement training and development activities designed to facilitate succession readiness and long-term career development.
• Implement short and long-term plans to optimize parts stock levels while balancing efficient inventory turnover. Standardize policies, practices, and processes to improve our parts service delivery.
• Lead the overall warranty management process including submittal and service delivery. Drive an efficient and satisfactory warranty claim management process that reinforces Palfinger's exceptional service commitment.
• Partner with the Managing Director to develop the annual department budget to support the strategic plan. Operate the department within the approved annual budget.

Requirements

• Bachelor's degree in business or related field.
• 10+ years' experience leading field service (and parts operations) in the capital equipment industry (cranes, power systems, heavy duty trucks, etc.).
• Strong knowledge of warranty administration and processing.
• Exceptional customer-focus, with a results-driven leadership mindset, capable of effectively communicating throughout varying levels of internal and external stakeholders.
• Strong computer skills with knowledge of Windows based applications (Word, Excel, PowerPoint) along with CRM and service operating systems.

Benefits

• Competitive compensation.
• 401(k) with Company match.
• Medical, dental, vision, life, accidental death and dismemberment insurance, and short- and long-term disability (pending upon state).
• Wellness program offered.
• Paid Company holidays and paid Personal Time Off (PTO).
• Opportunity for continuous learning and career growth.