Services Contract Manager

Ranpak Holdings Corp Shelton , CT 06484

Posted 3 months ago

POSITION SUMMARY:

To ensure customer success in the utilization of delivered Ranpak Automation systems through after sales support and services and to drive customer satisfaction and retention for the purpose of retaining and growing market share in the 3PL, eCommerce markets in North America.

This role will and work directly with customers, distributors and the North American Ranpak Automation sales and service teams for two primary functions:

  • Maintain data around current customer installed equipment and satisfaction

  • Track warranty periods

  • Track spare parts consumption and replenishment requirements at the customer sites (facilitate MRO activities)

  • Track service contract status, usage and renewals

  • Gather data, compile service proposals and coordinate internal resources for inputs and approvals, for first time customers.

Additionally, this resource will interface with the Automation Services team in Europe to align best practices and ensure regional services processes align with our global objectives.

The Services Contract manager reports to the VP of North America Automation.

PRIMARY RESPONSIBILITES AND DUTIES:

  • Supervise and manage the service contract engagements in North America to achieve the business targets for automation service revenue and profit

  • Drive growth in services revenue and MRO parts, generated from existing, new and renewed services contracts

  • Monitor the profitability of the service contracts and facilitate margin improvements

  • Create and distribute weekly/monthly updates and analysis regarding Automation services revenue, as well as customer complaints

  • Provide a single point of contact to the customer for post-project support

  • Set and track warranty period

  • Track and monitor equipment installation at customer site and effect smooth transition from project delivery to services after SAT and commissioning is complete

  • Establish a baseline with the customer regarding value proposition for the service contract

  • Manage the proper and timely execution of Ranpak's contractual obligations

  • Liaise proactively with sales to support new service contract proposals

POSITION REQUIREMENTS:

  • Bachelor's degree

  • Must have engineering project leadership experience and progressive responsibility leadership, size, scope and complexity

  • At least 6+ years experience of customer service oriented project management in automation or Six Sigma/Lean process improvements/implementation.

  • 3+ years supporting large, national customer accounts

  • Excellent verbal and written communication skills

  • Extensive Microsoft Word and Excel skills

  • Ability to prioritize tasks and work independently to achieve results

EOE STATEMENT We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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Services Contract Manager

Ranpak Holdings Corp