General Manager, Global Aftermarket & Service – Coperion FHN

Hillenbrand•Kansas City, MO

20h

About The Position

Coperion FHN is seeking a visionary Executive Director to lead its global aftermarket and service divisions. This strategic role focuses on strengthening customer intimacy through tailored lifecycle solutions, proactive service management, and innovative digital offerings. The leader will build a robust, customer-centric service infrastructure, maximizing entitlement, developing next-generation service agreements, and driving sustainable revenue growth across key sectors including animal nutrition, baked goods, confectionery, cosmetics, and pharmaceuticals. The role involves shaping the future of customer-oriented lifecycle management and digital service innovation, leading a motivated, international team dedicated to exceeding customer expectations, building long-term partnerships, and strengthening Coperion FHN’s industry leadership worldwide.

Requirements

Bachelor’s degree in mechanical engineering, Industrial Engineering, Business Administration, or related field
Extensive experience in aftermarket, lifecycle management, or customer support within process industries or manufacturing solutions
Proven success in cultivating deep customer relationships with a focus on intimacy, retention, and long-term value creation
Expertise in digital transformation, including Industry 4.0, IoT, AI, and predictive analytics
Strong understanding of extrusion, mixing, blending technologies, and related process innovations
Demonstrated leadership, strategic thinking, and stakeholder management capabilities
Ability to motivate global, multicultural teams and foster a customer-first culture
Strong negotiation, conflict resolution, and data analytics skills
Fluency in English

Nice To Haves

MBA preferred
Additional languages such as German, Chinese, or Spanish are advantageous

Responsibilities

Develop and implement a customer-focused aftermarket and service strategy that deepens customer intimacy and addresses operational challenges.
Create end-to-end lifecycle management solutions, supporting customers from installation through operation, upgrades, maintenance, and end-of-life.
Design and promote value-driven service agreements, including dynamic maintenance plans, performance-based contracts, and digital-enabled offerings.
Optimize entitlement capture through comprehensive, tailored service packages aligned with customer lifecycle stages.
Identify opportunities to expand service scope, including digital services, modernization, and remote support.
Drive strategic pricing, cross-sell, and upsell initiatives that strengthen customer trust and maximize lifetime value.
Lead the integration of Industry 4.0, IoT, AI, and predictive analytics to enable predictive maintenance, remote diagnostics, and proactive lifecycle management.
Develop solutions that improve uptime, cost efficiency, and asset longevity, ensuring customers realize maximum value from their investments.
Oversee global service operations to ensure consistent, high-quality service delivery aligned with customer expectations.
Standardize processes and establish KPIs focused on customer satisfaction, repeat business, resolution times, and service effectiveness.
Foster a culture of continuous improvement, leveraging digital tools and analytics to elevate service performance.
Build deep, strategic relationships with key clients, acting as a trusted advisor to understand workflows, operational pain points, and growth goals.
Implement customer feedback systems and loyalty programs that reinforce trust and drive advocacy.
Build, inspire, and develop a multicultural, high-performance team committed to excellence in customer service and lifecycle management.
Promote a culture of safety, innovation, and continuous learning aligned with company values.
Implement talent development, succession planning, and leadership programs to sustain a customer-focused service organization.
Manage divisional financials with a focus on margin improvement and lifecycle profitability.
Use data-driven insights to identify opportunities for cost efficiencies and growth acceleration.