TITLE:

Director, Aftersales Support & Customer Experience

LOCATION:

Lincoln NE

JOB CATEGORY:

Industry 1: Food & Beverages
Industry 2: Machinery
Industry 3: Wine and Spirits

Job ID: EB-1876035417
Category: Technology
Location: Lincoln, NE

We are hiring a Director of AfterSales Support and Customer Experience to lead the organization’s installation, onsite support, and customer service function. The candidate will resource and manage a 5 to 7 person aftersales support team across all product verticals (brewhouse systems, canning systems, distillery systems, control panels, etc.) to ensure a best-in-class customer experience. The candidate will also partner with executives in Engineering, Operations, Sales, and other departments to incorporate customer feedback and in-the-field learnings into the product portfolio. The role will report to the VP Engineering.

This is a unique opportunity for career progression and wealth creation.

Background:

The company, formed in 2022 through the transformational merger of six businesses in the craft beverage equipment industry, aims to serve as the industry’s one-stop shop – providing systems, equipment, parts, and consumables to all beverage producers. The company seeks to be a true partner to customers, delivering industry-leading products, advice, support, and service, while always doing the right thing for the customer.

The company has no politics or bureaucracy: performance wins. The company’s Aftersales platform, systems, and compensation empower the team to deliver a best-in-class customer experience.

Responsibilities:

  • Design and manage a best-in-class customer installation, support, and service function
  • Resource and manage 5 to 7 person Aftersales Team across all products and beverage types.
  • Partner with other executives and departments to establish a perpetual improvement feedback loop across all products.
  • Establish the company as the fastest product & services iterating company in the industry.
  • Establish the company as the industry leader in customer satisfaction and customer retention for systems, equipment, and parts sales.

Requirements:

  • Bachelor’s or associate’s degree
  • 5+ years managing B2B installation and customer service for engineered products or systems
  • Proficient utilizing KPIs, CRM, and ERP software to manage customer support / service function
  • Full-time in Lincoln, Nebraska

Preferred:

  • Experience managing installation, onsite support, and customer service for food and beverage systems, equipment, parts, etc.
  • Experience at a private equity-backed company

BrainWorks is a premier executive search firm that delivers superior talent to drive business performance. Our consultants are experts in their practice areas, which include Information Technology; Consumer Products, CRM, Direct/Database Marketing and Customer Sciences/Advanced Analytics; Accounting and Finance; Private Equity and Portfolio Companies; Digital Marketing and eCommerce; and Consumer Insights and Market Research

Our Technology Practice has deep expertise understanding how technology executives drive business performance. We have placed mid to senior level talent including CIOs, CTOs, and leaders in Development, Infrastructure, Data Management and E-Commerce.

BrainWorks prides itself on quality, speed and GUARANTEED RESULTS, delivered through our unique QUASAR approach. When you partner with BrainWorks, your company will receive intelligence and industry expertise from consultants who are trustworthy, caring and passionate about your business needs. https://brainworksinc.com

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