Manager, Parts & Service

Key Responsibilities Aftermarket Strategy & Growth Own and execute the growth strategy for parts and service across strapping equipment and related packaging systems Drive recurring revenue through spare parts programs, preventative maintenance, and service agreements Partner with sales to expand installed base penetration, cross-sell parts, and increase customer share of wallet Identify opportunities to standardize and scale offerings across key product lines (tools, heads, dispensers, automation systems) Parts Business Leadership Lead all aspects of parts operations including pricing, stocking strategy, and fulfillment Optimize inventory using an 80/20 approach —prioritizing high-velocity and critical spare parts for strapping systems and tools Improve fill rates, lead times, and inventory turns while managing working capital Develop strategic SIOP program to ensure continuity of supply and cost competitiveness Establish pricing strategies that protect margin while remaining competitive in the market Drive aftermarket kits (PM kits, wear-part kits, rebuild kits) to simplify ordering and increase average order value Service Operations (Strapping Equipment Focus) Lead service delivery for field service technicians and in-house repair teams supporting strapping tools and systems Ensure rapid response and high first-time fix rates to minimize customer downtime Standardize service processes including diagnostics, repair procedures, and reporting Develop preventative maintenance programs specific to strapping equipment wear components (seals, cutters, tensioners, motors, etc.) Manage service scheduling, technician utilization, and geographic coverage Customer Experience & Reliability Position the business as a trusted partner for equipment uptime and reliability Support key accounts with proactive maintenance planning and lifecycle management of strapping equipment Resolve escalated service and parts issues quickly and effectively Provide technical guidance to customers and internal teams on equipment performance and optimization Financial & Performance Management Own P&L performance for parts and service operations Drive revenue growth, gross margin expansion, and cost control Monitor and improve key

KPIs:

Parts revenue & margin Service revenue & technician productivity Fill rate / backorder levels Inventory turns & obsolescence Equipment uptime / response time Leadership & Development Provide technical and commercial training on strapping systems and components Foster a culture of accountability, urgency, and continuous improvement Process Improvement & Standardization Implement Lean principles to streamline parts flow and service delivery Standardize SKUs, suppliers, and repair processes across locations Leverage ERP and service management systems to improve visibility, forecasting, and execution Qualifications 5-10+ years of experience in aftermarket parts and service , preferably in packaging equipment, strapping systems, or industrial tools Strong understanding of mechanical/electromechanical systems (strapping heads, hand tools, automation components) Proven success in growing parts and service revenue streams Experience managing inventory, supplier relationships. Strong financial acumen with P&L responsibility Experience with ERP systems and field service management tools Key Competencies Aftermarket growth mindset (recurring revenue focus) Technical understanding of packaging/strapping equipment Inventory and supply chain optimization (80/20 discipline) Customer-centric problem solving Operational execution and process discipline Team leadership and development Strong alignment between sales, service, and supply chain #LI-UTT SAMOMM