About PROBAT
For more than 155 years, PROBAT has stood for pioneering spirit and innovative strength in the coffee industry. Through targeted acquisitions in the food processing sector, intensive technology transfer within the group and the expansion of a global service network, PROBAT has developed into a leading full-service provider for the food industry. The company plans, develops and manufactures machines, turnkey production plants, environmental technologies and intelligent control systems with integrated smart data management. With around 1,200 employees at locations in Germany, Brazil, Canada, India, Italy, Scotland, the Netherlands and the United States, as well as a presence in over 40 countries, PROBAT offers its customers comprehensive solutions, excellent service and in-depth industry knowledge – worldwide and from a single source.
Job Summary:
The Director of Service & Spare Parts is responsible for leading the company’s North American aftermarket service operations, technical support infrastructure, spare parts operations, and field service execution. This role drives operational efficiency, customer satisfaction, and aftermarket revenue growth through strong leadership, technical expertise, and strategic oversight of service and spare parts functions within an industrial equipment or manufacturing environment.
Your Responsibilities:
- Lead all North American service operations, technical support functions, field service activities, and spare parts operations.
- Develop and execute strategic initiatives for the service and spare parts organization, including long term growth and continuous improvement efforts.
- Build, coach, and develop a high performing service and aftermarket team.
- Oversee service workflows, service ticket management, technical escalation processes, warranty administration, and customer issue resolution.
- Develop and implement spare parts strategies including inventory planning, forecasting, stocking models, pricing strategy, margin optimization, and lifecycle support planning.
- Analyze installed equipment bases, consumption trends, service data, and customer demand patterns to improve inventory performance and parts availability.
- Support and manage service contracts, preventative maintenance programs, long term customer support agreements, and aftermarket sales initiatives.
- Lead and support turnkey equipment projects including commissioning, startup coordination, customer handoff processes, and warranty support activities.
- Partner cross functionally with sales, engineering, operations, supply chain, and finance teams to improve service execution and customer satisfaction.
- Build and maintain strong working relationships with European counterparts and global stakeholders to ensure alignment of service standards, spare parts support, operational processes, and strategic initiatives.
- Drive process improvements and operational efficiencies utilizing ERP and service management systems.
- Establish and monitor key performance indicators related to service responsiveness, technician utilization, customer satisfaction, inventory performance, and aftermarket profitability.
- Ability to travel up to 30%, including domestic and internal travel, as required.
Your Qualifications:
- Bachelor’s degree in Engineering, Business, Operations Management, Supply Chain, or related field preferred.
- 10+ years of progressive leadership experience in industrial equipment service, aftermarket operations, spare parts management, or related industries.
- Strong background in field service operations, technical support, spare parts strategy, and inventory management.
- Demonstrated experience developing and growing an aftermarket spare parts business.
- Experience with ERP systems required. M1 ERP experience strongly preferred.
- Strong analytical, organizational, and operational problem-solving skills.
- Excellent leadership, communication, and relationship building capabilities.
- Experience working within a global organization and collaborating effectively with international teams preferred.