Director Service and Sales - Customer Service

Knapp Inc•Kennesaw, GA

4h•Hybrid

About The Position

The Director Sales and Service – Customer Service is a dynamic and result driven leader who will lead and grow the customer service sales and service delivery portfolio. This role will drive post-sales revenue, enhance service delivery performance, develop customer relationships, and manage a high-performing team across service accounts and strategic programs.

Requirements

Bachelor's degree in Business Administration, Engineering or related field required. MBA preferred.
5+ years of experience in sales, service, or operations leadership, preferably in the material handling, industrial automation, or intralogistics industries.
5+ years’ experience directly managing a team.
Proven track record of managing customer relationships, service teams, and business growth.
Strong understanding of service contracts, operational SLAs, and revenue management.
Excellent leadership, communication, and organizational skills.
Travel required up to 25% of the time
Authorization to work in the U.S.
Passport or ability to obtain passport
Professional office etiquette is required at all times
Ability to travel by air both domestically (US) and internationally (primarily Austria and Canada).
Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds.

Nice To Haves

MBA preferred.

Responsibilities

Own the commercial relationship for assigned service customers, including renewals, upsells, and contract negotiations (maintenance, resident, spare parts, etc.).
Develop and implement strategies to drive profitable growth in service revenue across the North American region.
Oversee account managers and ensure customer satisfaction, retention, and expansion.
Collaborate with internal sales and project execution teams to transition customers smoothly from project go-live to ongoing service engagement.
Oversee service execution across assigned accounts, including resident maintenance teams, field service visits, and spare parts delivery.
Partner with service delivery leads to ensure SLAs are met, KPIs are tracked, and service excellence is delivered consistently.
Drive operational efficiency and standardization across service delivery teams.
Lead, coach, and develop a team of Account Managers, Service Level Managers, and support personnel.
Partner with the VP of Customer Service and cross-functional stakeholders to define long-term service strategies.
Champion customer feedback, escalate issues proactively, and ensure resolution aligns with contractual and performance expectations.
Own P&L accountability for assigned service contracts and drive margin improvement initiatives.
Support budget planning, forecasting, and reporting activities tied to service performance and sales targets.
Own the full commercial performance of the Customer Service Sales & Service organization, driving year-over-year growth in revenue, gross margin, and customer retention.
Develop and execute strategic plans to increase service revenue YoY, including upselling initiatives, contract scope expansions, and new service offerings (e.g., digital monitoring)
Set and manage annual sales targets and KPIs for account management and service sales teams aligned with corporate growth goals.
Collaborate with Finance and the VP of Customer Service to conduct quarterly business reviews, budget tracking, and forecasting exercises that align with long-term financial plans.
Monitor customer-level P&L performance and drive continuous improvement in contract profitability and renewal rates.
Oversee the implementation of pricing strategies and contractual mechanisms to protect and grow margin across all service offerings.
Support the development of business cases for new services or customer programs, ensuring ROI and scalability.

Benefits

2 remote days per week
Half day Fridays
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering