Key Responsibilities
Strategic Leadership & Service Business Development
- Develop and execute the global Material Handling service strategy aligned with business objectives and growth ambitions
- Define and implement a lifecycle service offering covering spare parts, field service, inspections, maintenance programs, upgrades, digital services, and long-term service agreements
- Identify and develop new service revenue opportunities across the installed base
- Lead regional teams in developing local service growth strategies while ensuring global consistency
- Drive service excellence as a key element of the customer value proposition
- Global expansion of the components business
Service Portfolio & Lifecycle Management
- Own the global service portfolio for the Material Handling business
- Collaborate with Product Management to develop service-friendly products and lifecycle solutions
- Define service standards, pricing frameworks, and commercial policies
- Lead the development of the component business to sales growth opportunities and improve business performance
- Ensure service offerings evolve in line with customer needs and emerging market trends
Customer Experience & Installed Base Growth
- Establish strong relationships with key customers and strategic accounts
- Promote proactive customer engagement to maximize equipment uptime, reliability, and productivity
- Develop programs to increase service penetration across the global installed base
- Implement systematic customer feedback processes and continuously improve service delivery
- Act as executive sponsor for critical customer service escalations
Operational Excellence
- Improve service execution and operational performance globally
- Drive the capture rate across the installed based
- Establish and monitor KPIs related to service revenue, margin, response times, customer satisfaction, safety, and service productivity
- Drive standardization of service processes, tools, and performance management systems
- Implement continuous improvement initiatives focused on efficiency, quality, and scalability
- Expand the component set-up globally regarding profitable growth across different industries
- Ensure compliance with safety, quality, and regulatory requirements
Digital Services & Innovation
- Lead the development and deployment of digital service solutions, remote support capabilities, condition monitoring, and predictive maintenance technologies
- Leverage data analytics to improve service delivery and customer outcomes
- Drive adoption of Industry 4.0 and AI technologies within the service organization
- Collaborate with technology and engineering teams to develop future-oriented service offerings
Financial Performance
- Drive global service revenue growth, profitability, and recurring income streams
- Develop annual service business plans, forecasts, and strategic growth initiatives
- Monitor financial performance and identify opportunities to improve margins and operating efficiency
- Support pricing optimization and commercial excellence initiatives
- Contribute to overall business performance through effective lifecycle revenue management
Leadership & Organizational Development
- Lead and develop a high-performing global service organization
- Foster a culture of accountability, customer focus, innovation, collaboration, and continuous improvement
- Build organizational capabilities to support future growth and digital transformation
- Develop succession plans and talent pipelines for critical service leadership positions
- Promote cross-functional collaboration across Product Management, Engineering, Operations, Sales, and Service teams
Candidate profile
Educational Background
- Bachelor's degree in Engineering, Industrial Engineering, Business Administration, or a related field
- Master's degree (MBA or equivalent) preferred
Preferred Attributes
- Passion for customer success and operational excellence
- Entrepreneurial mindset with a strong focus on growth and innovation
- Ability to balance strategic vision with operational execution
- Collaborative leader who builds strong partnerships across functions and regions
- Advocate for digital transformation and continuous improvement
Professional Experience
- Minimum of 10 years of progressive leadership experience in Service, Aftermarket, Operations, Product Support, or related industrial businesses
- Proven experience managing global service operations within industrial equipment, material handling, process systems, or related industries
- Demonstrated success in driving service growth, profitability, and customer satisfaction.
- Experience leading international and cross-functional teams in a matrix organization
Technical & Industry Knowledge
- Strong understanding of material handling systems, pneumatic conveying, feeding technologies, and industrial process equipment
- Experience with aftermarket services, spare parts management, field service operations, and equipment lifecycle management
- Knowledge of digital service technologies, predictive maintenance, remote diagnostics, and Industry 4.0 applications
- Understanding of manufacturing, supply chain, and operational excellence principles
Leadership & Interpersonal Skills
- Strategic thinker with a strong commercial mindset
- Excellent leadership and team development capabilities
- Strong communication, stakeholder management, and influencing skills.
- Ability to lead in a global, multicultural environment
- Demonstrated ability to drive organizational change and transformation
Analytical & Business Acumen
- Strong financial understanding with experience managing service profitability and business performance
- Data-driven approach to decision-making and continuous improvement
- Ability to translate customer needs into scalable and profitable service solutions
Language & Cultural Skills
- Fluent in English
- Additional languages are an advantage
- Ability to work effectively across cultures and geographies
Who we are:
Coperion (www.coperion.com) is a global industry and technology leader in process technology serving a variety of end markets, including plastics, plastics recycling, food, pet food, pharmaceuticals, cosmetics, chemical, battery, and mineral industries. Every day, our teams of experts create individual, high-quality process technologies and systems optimized for the best end products, highest efficiency, and sustainability. Coperion is a business unit of Hillenbrand.
Hillenbrand (www.hillenbrand.com) is a global industrial company that provides highly engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose — Shape What Matters For Tomorrow™ — we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders.
