Hillenbrand

General Manager, Global Aftermarket & Service

Hillenbrand

full-time

Posted on:

Location Type: Office

Location: Kansas City • Kansas • Montana • United States

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Tech Stack

IoT

About the role

  • Develop and implement a customer‑focused aftermarket and service strategy that deepens customer intimacy and addresses operational challenges.
  • Create end‑to‑end lifecycle management solutions, supporting customers from installation through operation, upgrades, maintenance, and end‑of‑life.
  • Design and promote value‑driven service agreements, including dynamic maintenance plans, performance‑based contracts, and digital‑enabled offerings.
  • Optimize entitlement capture through comprehensive, tailored service packages aligned with customer lifecycle stages.
  • Identify opportunities to expand service scope, including digital services, modernization, and remote support.
  • Drive strategic pricing, cross‑sell, and upsell initiatives that strengthen customer trust and maximize lifetime value.
  • Lead the integration of Industry 4.0, IoT, AI, and predictive analytics to enable predictive maintenance, remote diagnostics, and proactive lifecycle management.
  • Develop solutions that improve uptime, cost efficiency, and asset longevity, ensuring customers realize maximum value from their investments.
  • Oversee global service operations to ensure consistent, high‑quality service delivery aligned with customer expectations.
  • Standardize processes and establish KPIs focused on customer satisfaction, repeat business, resolution times, and service effectiveness.
  • Build deep, strategic relationships with key clients, acting as a trusted advisor to understand workflows, operational pain points, and growth goals.
  • Implement customer feedback systems and loyalty programs that reinforce trust and drive advocacy.
  • Build, inspire, and develop a multicultural, high‑performance team committed to excellence in customer service and lifecycle management.
  • Manage divisional financials with a focus on margin improvement and lifecycle profitability.

Requirements

  • Bachelor’s degree in mechanical engineering, Industrial Engineering, Business Administration, or related field; MBA preferred.
  • Extensive experience in aftermarket, lifecycle management, or customer support within process industries or manufacturing solutions.
  • Proven success in cultivating deep customer relationships with a focus on intimacy, retention, and long‑term value creation.
  • Expertise in digital transformation, including Industry 4.0, IoT, AI, and predictive analytics.
  • Strong understanding of extrusion, mixing, blending technologies, and related process innovations.
  • Demonstrated leadership, strategic thinking, and stakeholder management capabilities.
  • Ability to motivate global, multicultural teams and foster a customer‑first culture.
  • Strong negotiation, conflict resolution, and data analytics skills.
  • Fluency in English; additional languages such as German, Chinese, or Spanish are advantageous.
Benefits
  • Health insurance
  • Professional development opportunities
  • Flexible working arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
lifecycle managementdigital transformationpredictive analyticscustomer supportextrusion technologiesmixing technologiesblending technologiesdata analyticsstrategic pricingperformance-based contracts
Soft Skills
leadershipstrategic thinkingstakeholder managementnegotiationconflict resolutioncustomer intimacyteam motivationcustomer-first culturerelationship buildingcustomer advocacy
Certifications
Bachelor’s degree in mechanical engineeringBachelor’s degree in Industrial EngineeringBachelor’s degree in Business AdministrationMBA