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
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.
Ranpak Holdings Corp