Senior Manager, Customer Experience (Service & Aftermarket Senior Manager)

Location: Carlsbad, California, United States; office environment. Travel required: 20% domestic and 10% international.

Salary: $130,000–$165,000 annually.

Company

hirify.global Electronics Solutions supplies surface treatment and precision fluid dispensing equipment for semiconductor, printed circuit board, and precision assembly manufacturers.

What you will do

• Develop and execute aftermarket growth strategies for parts, services, upgrades, retrofits, preventive maintenance, and lifecycle programs.
• Drive recurring revenue, customer retention, equipment uptime, aftermarket penetration, and service profitability.
• Champion a customer-centric culture, manage strategic customer relationships, monitor satisfaction metrics, and resolve escalated issues.
• Lead field service, technical support, applications support, and service administration teams.
• Optimize service processes, technical resource deployment, spare-parts inventory, fulfillment, pricing, and commercial strategies.
• Own aftermarket revenue, margin, cost performance, KPIs, organizational change, and talent development.

Requirements

• Bachelor’s degree in engineering, business, operations management, or a related field; an MBA is preferred.
• 10+ years of experience in aftermarket, service operations, customer support, or commercial leadership in capital equipment, industrial manufacturing, automation, or machinery.
• 5+ years of experience leading multifunctional teams and field service or customer-facing organizations.
• Demonstrated success growing aftermarket revenue and service profitability, including experience selling to large OEM or EMS accounts.
• Experience with ERP, SAP, reporting systems, and Microsoft Office applications.
• Strong communication, analytical, organizational, influencing, collaboration, people-management, and change-management skills.

Nice to have

• Technical knowledge of metal stamping.
• Experience with C4C and other ERP or reporting systems.
• Ability to identify future market, prospect, and account needs and build strong internal and external relationships.

Culture & Benefits

• Supportive, dynamic, and collaborative work environment.
• Commitment to diversity and inclusion.
• Opportunities to develop skills and advance professionally.
• Work focused on improving electronics and semiconductor manufacturing through innovative machines and systems.