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APG-NEUROS
Aftermarket & Customer Support Director
Career Insights for Customer Service Representative (General)
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Based on New York data
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What they do
A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$40,545 / year median in New York
-21% projected decline
Job Description
Reporting directly to the President & CEO, the Aftermarket & Customer Support Director is responsible for leading APG-Neuros' global aftermarket business, including field service, technical support, spare parts, maintenance programs, service contracts, and customer success initiatives. This role drives revenue growth from the installed customer base while ensuring exceptional customer satisfaction and equipment reliability. The Director leads a multidisciplinary team of service managers, field service engineers, and technical support personnel across APG-Neuros' global operations. Key Responsibilities Develop and execute APG-Neuros' aftermarket growth strategy. Increase revenue through service contracts, spare parts, upgrades, and maintenance services. Build strong customer relationships and ensure high levels of customer satisfaction. Lead and develop field service, technical support, and aftermarket teams. Drive continuous improvement of service processes, KPIs, and customer support systems. Oversee customer fleet data, CRM accuracy, and aftermarket business reporting. Promote remote service solutions and service innovation initiatives. Monitor equipment reliability trends and lead corrective actions to improve product performance. Support commercial teams in identifying aftermarket sales opportunities. Represent APG-Neuros at customer meetings, industry events, and conferences. Qualifications Bachelor's degree in Engineering or related technical discipline. 10+ years of experience in industrial equipment, manufacturing, or technical service environments. Proven leadership experience managing customer support and field service organizations. Demonstrated success growing aftermarket revenue and service profitability. Strong business, communication, and relationship-building skills. Experience with CRM systems, service metrics, and operational management. Willingness to travel up to 30%.