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

GOGcG • Rochester Hills, MI

4d • 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

• 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
• 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
• 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
• 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
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees