Your Opportunity as the Director, Equipment & Service-Away from Home Team. This role is part of the Away From Home (AFH) Leadership Team and provides strategic and operational direction to the North American AFH Coffee Equipment & Service (E&S) organization. This role develops and owns the E&S operational and strategic objectives and has full end to end operational responsibilities for the beverage equipment, and service parts, from sourcing to customer facing field service. This includes field ... more details
Your Opportunity as the Director, Equipment & Service-Away from Home Team
This role is part of the Away From Home (AFH) Leadership Team and provides strategic and operational direction to the North American AFH Coffee Equipment & Service (E&S) organization. This role develops and owns the E&S operational and strategic objectives and has full end to end operational responsibilities for the beverage equipment, and service parts, from sourcing to customer facing field service. This includes field service, service training & technical support, service event management, call center operations, order fulfilment, warehousing & distribution, and equipment refurbishment operations. Position collaborates with Marketing, Sales, R&D and Finance to deliver the Beverage plan, the AFH strategic objectives and the Equipment & Service Strategic objectives.
Location: Orrville Corporate Offices in Orrville, Ohio
Work Arrangements: Supporting Presence with Purpose Model
In this role you will:
Field Service Network
- Manage a service network across the US and Canada through a hybrid of JM Smucker Technicians and Service Provider Partner network.
- Deliver customer service levels, meeting all customer facing KPI’s
Logistics & Supply Chain
- Forecasting, purchasing and inventory management of assets and service parts
- Manage import/export and domestic transportation partners
- Manage equipment and service part suppliers both domestic and international
Customer Service & Equipment Inventory Management
- Manage 3rd Party Customer Calls
- Installation scheduling and order processing
- Responsible for auditing and tracking all loaned equipment
- Execute physical inventory audits at our warehouse, branch storage locations and customer locations
Warehouse & Refurbishment
- Maximize equipment refurbishment utilization to minimize capital spend and improve margins
- Maintain fill rates on equipment and service parts
Financial Forecasting, Budgeting & Cost Management
- Manage the annual operating plan, capital plan and the long-range plan
- Identify, plan and deliver transformation initiatives
- Deliver operational excellence across all areas of responsibility, meeting/exceeding customer service levels while meeting annual budget targets.
- Identify, implement, and drive continuous improvement/transformation Objectives both with E&S and cross functionally with key stakeholders.
Employee Leadership & Development
- Provide Leadership, coaching and Vision to the E&S Leadership team
- Identify and support employee engagement initiatives
Collaboration with Leadership team peers and other functions
- Marketing & Research & Development – align on Beverage volume and innovation fiscal year and long range plan
- Sales – coordinate customer relationship management optimization
- Finance – align on capital and expense plan and metrics
The Right Place for You
We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.
What we are looking for:
Minimum Requirements:
- Bachelor's degree
- 5+ years of supply chain and operational experience
- 3+ years of Field Service experience
- 3+years of forecasting and inventory management experience
- 7+ years of leading an in person and remote organization
- Experience leading a large and diverse organization
- Experience in managing a large and complex expense & capital budget
- Continuous improvement/transformation experience
- Strong collaboration communication, leadership and problem solving skills
- Ability to travel up to 20%
Additional skills and experience that we think would make someone successful in this role:
- An advanced degree (Master’s of Business Administration)
- Direct experience in the coffee business
- Experience working on consumer brands
Learn more about working at Smucker:
- Our Total Rewards Benefits Program
- Our Thriving Together Philosophy Supporting All Impacted by Our Business
- Our Continued Progress on Inclusion, Diversity and Equity
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