Sr Director, Aftermarket Field Services - GCG Automation & Factory Solutions - Detroit, MI

Genuine Cable Group•Rochester Hills, MI

2d•Hybrid

About The Position

GCG Automation & Factory Solutions is seeking a Senior Director, Aftermarket Services to lead the continued evolution and growth of our aftermarket service organization! Reporting directly to the Division President, you will be responsible for strengthening, scaling, and maturing an existing service team and operating model to support customer uptime, retention, and long-term profitability. As our Senior Director, you'll bring seasoned automation field services leadership to drive the continued expansion of a growing aftermarket services function—adding structure, consistency, and strategic direction to accelerate its progression. You will refine service strategy, enhance processes and systems, develop talent, and expand service offerings, helping transform a growing service organization into a scalable, high-performing function that delivers measurable value to both customers and the business. This opportunity is well suited for a senior leader who thrives in evolving environments, enjoys building on existing foundations, and knows how to turn aftermarket services into a competitive advantage. This role offers a hybrid work arrangement however, preferred candidate location for the role is the greater Detroit area to facilitate in-person collaboration with the AFS senior leadership team.

Requirements

10+ years of experience in aftermarket services, service operations, or technical field leadership
Demonstrated success leading and scaling service organizations in industrial or automation environments
Deep understanding of field service operations, warranty management, and lifecycle support
Proven ability to lead change, develop teams, and operate effectively in evolving environments
Strong financial acumen and a data-driven approach to decision-making

Nice To Haves

Background in OEM, industrial automation, capital equipment, automotive, or aerospace environments
Experience implementing or optimizing FSM platforms or ERP service modules
Exposure to multi-region or global service operations

Responsibilities

Service Strategy & Operating Model Define and refine the aftermarket service vision and roadmap aligned with AFS growth objectives
Expand and optimize service offerings including warranty support, preventive maintenance, field service, repairs, and service contracts
Evolve scalable service delivery models, including in-house, hybrid, and partner-based approaches
Establish pricing strategies and margin expectations for service activities
Team Leadership & Development Lead and develop the existing aftermarket service organization, building capability, clarity, and succession depth
Develop frontline leadership across service management and technical teams
Foster a performance-driven culture focused on safety, quality, accountability, and customer success
Strengthen onboarding, training, and certification programs to support consistent service execution
Operational Excellence Standardize and continuously improve service operating procedures and escalation paths
Define, track, and act on service KPIs such as response time, first-time fix, uptime, backlog, and customer satisfaction
Drive continuous improvement through root cause analysis and data-driven feedback loops
Ensure compliance with safety, regulatory, and quality standards
Customer Experience & Commercial Partnership Serve as the executive owner of the aftermarket service customer experience
Establish clear escalation and resolution processes for critical service issues
Partner with Sales, Product, and Operations teams to support customer retention and expansion
Translate customer insights into service enhancements and product improvement opportunities
Systems, Infrastructure & Data Optimize service management systems, including FSM platforms and CRM integrations
Define data requirements to support service forecasting, staffing, and parts planning
Build and maintain dashboards that provide leadership with visibility into service performance and trends
Financial & Growth Accountability Own aftermarket service financial performance, including budget and P&L accountability
Improve service gross margin through pricing discipline, cost control, and operational efficiency
Grow recurring service revenue streams including contracts, subscriptions, and renewals

Benefits

Competitive base salary and annual bonus based on company and individual performance
Comprehensive health coverage with multiple plan options (CDHP and PPO)
Company-paid life and disability insurance, 401(k) with company match, and supplemental insurance options
Generous time off including PTO, paid holidays, parental leave, and compassionate care leave
Wellness and support programs including EAP resources, wellness incentives, and telehealth
Additional benefits such as dental and vision coverage, FSAs/HSAs with company contributions, pet insurance, legal services, and identity theft protection
A people-first culture that values employees as our most important asset and invests in long-term development

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