Job Description

Job Title:  Head of Aftermarket & Support

Location:  Cadillac, MI or Melksham, UK

Business Unit:  Avon Protection

Purpose of Position:

We are seeking a dynamic head of Aftermarket and Support that is responsible for driving the growth and profitability of our after sales part of our business. In this role, you will be responsible for defining and implementing strategic training and servicing plans, ensuring they are meeting the highest standards expected by Avon Protection customers. 

The ideal candidate will possess a positive, engaging, can-do attitude with a goal-orientated management style and must be comfortable working with cross-functional teams while in parallel managing a team of direct reports. 

Essential Duties and/or Functions:

• Own the continuous improvement of the 360-degree after sales strategy, framework and tools, aligning to company objectives across all current and new product lines.
• Develop and execute the aftermarket strategy to achieve revenue and profitability targets.
• Identify market trends, customer needs and competitive actions to inform the strategic direction of our after sales business. 
• Expand the aftermarket portfolio in response to business and market demands.
• Manage inhouse and worldwide service centers ensuring they can deliver compliant servicing of products with the relevant approvals across the existing and new product portfolio.
• Manage all training and servicing product documentation. This content will include defining appropriate courses to enable delivery of Level I, II, and III+ training in the field.
• Define and manage the T&E (Trial and Evaluation) program ensuring timely turnaround times and meets high standards expected by Avon Protection customers.
• Ensure compliance of training and servicing with company policies and industry standards and regulations. 

Required Minimum Qualifications:

• Minimum of 5 years' experience in an aftermarket, training, sales, engineering or product management role. (RPE experience preferred)
• Demonstrated understanding of training, servicing and maintaining equipment.
• Excellent communication, teamwork, and time management skill set.
• Demonstrated ability to interact directly with customers to quickly de-escalate and resolve concerns. (Ability to converse technically regarding RPE preferred)
• Demonstrated ability to meet or exceed assigned targets and deadlines consistently.
• Demonstrated ability to work with and influence cross-functional teams that include technical service, training, engineering, manufacturing, regulatory, product management, sales, and marketing staff.

Preferred/Desired Skills and/or Experiences:

Proficiency working with Microsoft Office products (Excel, Project & PowerPoint), CRM, ZenDesk.

This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job.  While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.
 
U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.
 
To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).
 
The questions asked in this application are intended to assess this and will be used for evaluation purposes only.  Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position.  The decision whether or not to file or pursue an export license application is at Avon's sole election.

Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).

The anticipated salary range for candidates who will work in Cadillac, MI is $120,000 to $125,000 annually.  The final salary offered to a 5successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, type and years of experience within the industry, education, etc.

EOE AA M/F/Vet/Disability