Senior Director of Implementations and Customer Service

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DEPARTMENT: Implementations and Customer Service 

REPORTS TO:   SVP, Engineering & Implementations 

Job Purpose: 

The Senior Director of Implementations is responsible for execution of all project implementations and customer service.  The primary role of the position is to oversee and lead all aspects of execution of projects including focusing on strengthening customer relations. The Senior Director has an active leadership role in maintaining and growing Employees, Customer and Business Partner relations. 

Primary Duties and Responsibilities: 

  • Responsible for all aspects of project management, commissioning and customer service for the company including Contract Execution, Business Partner relations, Go Live, Post Go Live, and Customer Service support.  

  • Responsible to work with multiple AHS departments with a focus on contract execution, project financials, customer warranty and customer service. 

  • Responsible for internal auditing and monitoring of firm priced proposals, resource allocation, travel & expense budgets, project job cost, variances, customer service contracts and warranty.  

  • Lead departments to maintain AHS company fleet, Technicians Hand Tools, Etc. 

  • Responsible for demonstrating the highest level of safety standards and awareness while leading the AHS Safety program, including business partner compliance to AHS terms and conditions.  

  • Responsible for Execution Excellence items to include developing, documenting, improving, and reinforcing internal business policies and processes. 

  • Participant with AHS’s corporate Strategy and is looked upon as a leader in supporting, mentoring, and adhering to all things Strategy. 

  • Frequently meetings with AHS’s customers to monitor and evaluate the effectiveness of AHS’s implementation and customer service departments. 

  • Directs their team(s) meet or exceed labor utilization targets in support of AHS’s corporate goals and objectives.  

  • Reinforces the vision, mission, and core values supporting AHS’s strategy.  

  • Present a professional image to customers and vendors. 

  • Maintain strategic and working relationships to support partner relationship program for all OEMs & Subcontractors. 

  • Maintain a relationship and support the Sales department as a point of contact for client communications. 

  • Expected to be knowledgeable of market and industry trends, competitors, and leading design strategies. Stays informed and research emerging technologies.  

  • Assist with development and maintenance of departmental policies, procedures and recordkeeping and ensure AHS is compliant with industry regulations 

  • Develop and implement plans and objectives for the departments this position oversees in an effective and innovative fashion 

  • Develop and implement strategic plans that meet business goals and objectives 

  • Attends trade shows or association events, seminars, and meetings either to enhance his/her professional knowledge or to promote the company.  

  • Relentless intellectual curiosity and passion for our customers and their experiences.  

  • Plans, develops, and establishes policies for the implementation team supporting objectives in accordance with the strategy of the organization. 

  • Highly engaged with all AHS team members.  

  • Support the Sales team in the presentation of results and recommendations; particularly the ability to craft a coherent vision from complex output, data, project schedules, partner relationships, project life cycles and AHS business practices (i.e. analysis process, proposed concept, layout, budget, schedule and project justification). 

  • Responsibility for project lifecycles and deliverables; including project scope, resources, schedule, initiation, start-up/design, building, and deployment to see projects from beginning-to-end when applicable. 

  • Collaborate with internal and external stakeholders to understand the client’s business situation and develop data driven insights that can be understood and implemented for customer solutions and execution. 

  • Performs any other duties as may be assigned. 

Minimum Knowledge, Skills and Abilities Preferred:  

  • Bachelor’s degree in engineering, operations, management, or equivalent is preferred.   

  • 10+ Years’ experience in Material Handling Industry or equivalent is preferred. 

  • Must have exceptional knowledge of the material handling industry and a track record of managing a team of professionals. Senior Leadership Experience Preference  

  • Industry knowledge related to supply chain, logistics, material handling systems, and software such as WMS, WCS, ERP, etc. required. 

  • Must possess excellent verbal and written communication skills and strong negotiating skills.  

  • Must be the type of person who can put others at ease and inspire trust and confidence. 

  • Customer Empathy is required.  

  • It is preferred the Senior Director has previously developed and lead a team of individuals with operations, application engineering, project management, technician, and customer service (experience and for performance of their duties). 

  • It is preferred the Senior Director has previously led a department (division) and maintained responsibility for team recruitment & retention, business planning, continuous improvement, training, and staff planning.  

  • Experience in planning, managing, and executing multiple basic, medium, and complex material handling projects is preferred 

  • Ability to communicate with internal team members and drive changes or decisions necessary for project execution.  

  • Ability to develop, document, improve and reinforce internal corporate and department business policies and processes. 

  • Travel is expected and may be up to 30-50% at times. 

Working Conditions: 

  • Working with computers for a long period of time. 

  • Sitting and/or standing for long periods of time. 

  • Most days are spent sitting in an office setting; temperature and atmospheric conditions fall within the normal range. 

  • Some days are spent continuously moving in environments with temperature ranges of below 0°F to above 90° F. 

  • Possible exposure to noise levels exceeding recommended DBA level. 

  • Exposure to various office noises such as computer, copier, conversation, and printer 

  • Exposure to industrial settings such as manufacturing plants, distribution centers, warehouses including coolers and freezers. 

  • Overnight travel is required 

***Job requirements listed indicate the minimum level of knowledge, skills, and/or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodations. *** 

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