Project Manager, Aftermarket Solutions - Mfg/Industrial

AMF Bakery•Elk Grove Village, IL

4d•Hybrid

About The Position

The Project Manager, Aftermarket Solutions - This role is responsible for managing customer situations through resolution by coordinating internal AMF resources across service, engineering, manufacturing, parts, and commercial teams. The Project Manager Aftermarket Solutions serves as the primary aftermarket relationship owner for assigned customers by coordinating complex technical and operational issues while identifying opportunities to improve customer performance through AMF aftermarket solutions. Ideal candidates may come from bakery maintenance leadership, industrial/electrical engineering, field service management, aftermarket operations, industrial automation support, or customer-facing technical leadership roles within food manufacturing or capital equipment industries. The position plays a key role in strengthening long-term customer relationships while driving growth in Repair & Modernization (R&M), Maintenance Partnership Programs (MPP), technical services, training programs, and aftermarket parts revenue. Success in this role is measured through customer satisfaction, issue resolution, installed base growth, and aftermarket revenue development. This role works closely with Customer Care Representatives (CCR), Outside Customer Care Representatives (OCCR), Regional Account Managers (RAM), Field Technicians, Technical Service teams, and global manufacturing sites to ensure customers receive proactive, coordinated, and high-value aftermarket support.

Requirements

Bachelor's degree in business, engineering, technical field, or equivalent combination of education and industry experience preferred.
Experience in capital equipment, industrial manufacturing, automation, baking, or food processing industries.
Demonstrated ability to manage customer relationships and coordinate complex technical or operational issues.
Strong organizational, communication, and problem-solving skills.
Ability to influence cross-functional teams and drive accountability without direct authority.
Strong customer-facing presence with the ability to remain calm and effective under pressure.
Mechanical and technical aptitude with understanding of industrial equipment systems.
Experience using CRM systems and Microsoft Office applications.
Ability to travel approximately 50–70%

Nice To Haves

Experience with aftermarket service programs, modernization projects, or installed base management.
Experience coordinating field service, engineering, or manufacturing resources.
Knowledge of bakery equipment, food manufacturing, or automated process systems.
Experience with PLC troubleshooting, controls systems, or industrial automation preferred.

Responsibilities

Develop and maintain strong long-term relationships with assigned customers.
Serve as the primary point of ownership for complex customer issues and aftermarket coordination.
Conduct regular customer site visits to understand operational challenges, identify opportunities, and strengthen customer engagement.
Build trust and credibility by ensuring timely follow-through and communication during
Lead complex customer issues through resolution by coordinating internal AMF teams including Technical Service, Engineering, Manufacturing, Parts, and Field Service.
Drive accountability and follow-up on corrective actions, punch list items, service needs, and operational improvement initiatives.
Coordinate customer support strategies across multiple AMF manufacturing and service locations when required.
Support customers during escalated operational situations with urgency, professionalism, and strong problem-solving leadership. Develop and deliver presentations, proposals, service contracts, and parts quotes.
Identify and develop opportunities for Repair & Modernization (R&M), Maintenance Partnership Programs (MPP), technical services, training, and aftermarket parts sales.
Develop and maintain a healthy aftermarket opportunity pipeline with clear priorities, probability, timing, and next steps.
Support proposal development, presentations, service contracts, quotations, and aftermarket business case discussions.
Collaborate with commercial teams to strengthen AMF's long-term installed base strategy.
Manage assigned aftermarket programs, service initiatives, and customer action plans from initiation through completion.
Prioritize customer needs, travel schedules, and internal resources for maximum customer and business impact.
Ensure accurate documentation of customer activity, opportunities, service actions, and project status updates.
Utilize CRM, D365, and other AMF systems to manage opportunities, customer communications, action tracking, and reporting.
Maintain accurate call reports, opportunity updates, customer records, and project documentation.