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Senior Client Services Manager

3 months ago

Cambridge, Ontario, Canada ATS Automation Full time

The world is evolving, and so is ATS Automation - We lead the way rather than follow.

Are you eager to be part of a team that creates impactful solutions? Join our expanding ATS Automation Life Sciences Systems division, a segment of ATS Corporation, a publicly traded global leader with a rich legacy. We are at the forefront of advancing the future through our comprehensive automation solutions. Within Life Sciences Systems, our contributions are significant – we tailor, construct, and maintain essential automated solutions for the medical device and pharmaceutical sectors. Our commitment is to assist our clients in enhancing the quality of life globally. When precision is critical, and product failure is unacceptable, leading life sciences organizations rely on us to tackle their production challenges.

Position Overview

LOCATION: Candidates may be based out of various regions globally.

As a Senior Client Services Manager, you will spearhead the development and implementation of our Industrial Automation service strategy for one or more of our major Industrial Automation clients across various regions. This role involves orchestrating our global resources to surpass customer expectations and ensuring they benefit from our lifecycle support strategy. The ideal candidate will possess a robust technical foundation, project management expertise, and exceptional customer relationship skills, along with the ability to influence without direct authority.

Your responsibilities will align with the Life Sciences Systems and Global After-Sales and Service strategy, working towards defined objectives.

Key Responsibilities
  • Coordinate global after-sales and service resources to effectively execute strategic initiatives aimed at enhancing and sustaining our returns within key accounts.
  • Develop a comprehensive Lifecycle Support strategy tailored to the customer’s assets.
  • Lead proactive aftermarket interventions to drive continuous performance enhancements.
  • Identify and pursue new after-sales opportunities within designated accounts, including evaluating all proposals and solutions.
  • Oversee the execution of all aftermarket services through our regional service teams worldwide.
  • Act as a point of escalation for aftersales issues for the account's corporate leadership.
  • Become proficient in industrial automation systems, understanding customer application needs, lifecycle support strategies, and standard service offerings.
  • Create and maintain a dashboard of customer assets and their Overall Equipment Effectiveness (OEE) performance, leveraging this data to support customer objectives through ATS standard service products.
  • Schedule regular program reviews with customer sites to discuss performance, outstanding issues, and action items.
  • Facilitate global internal ATS support for field teams during on-site activities.
  • Drive resolution of outstanding issues from Site Acceptance Testing (SAT) or program reviews.
  • Collaborate with division and regional service teams to ensure successful on-site execution, meeting timelines and budgetary goals.
  • Ensure the closure of outstanding after-sales and service financial transactions.
  • Provide governance on CRM usage to manage account opportunities, support resolutions, and document interactions.
  • Effectively communicate the value proposition of ATS Services to colleagues and clients.
  • Gather and document customer feedback for internal stakeholders.
  • Analyze industry and market trends to develop relevant after-sales and service solutions.
  • Foster productive relationships with ATS stakeholders globally, becoming the primary contact for service-related matters and spending significant time at customer sites.
  • Uphold the highest ethical standards in all business activities, adhering to the ATS Code of Business Conduct.
  • Perform additional responsibilities as assigned by management.
Qualifications

EDUCATION:
A post-secondary diploma, degree, or certificate in a technical field.

EXPERIENCE:
A minimum of 7 years in project management and service relationship management within an automated manufacturing environment.

SKILLS:
• Self-motivated, proactive, resourceful, and capable of influencing without direct authority.
• Proficient in reading technical blueprints and BOMs, understanding system assembly processes, and automated machine controls (programming languages, HMIs, and other interfaces).
• Fluent in English, both written and spoken.
• Experienced in CRM utilization and its significance.
• Excellent time management skills with the ability to coordinate multiple projects.
• Proficient in Microsoft Office tools such as Word and Excel.

If you are enthusiastic about this opportunity but do not meet all the qualifications listed, we encourage you to apply.

Why join our team at ATS Automation Life Sciences Systems?
We value our PEOPLE - The cornerstone of a successful company is its team, which is why we are committed to developing, engaging, empowering, and energizing our employees. The best talent seeks to collaborate with the best teams - and the best teams are diverse and inclusive.

What we do MATTERS - Our Life Sciences projects play a crucial role in enhancing lives globally. ATS is dedicated to achieving carbon neutrality by 2030.

INNOVATION and PROBLEM SOLVING are at our core - We strive for continuous improvement in all our endeavors. Our focus is on building diverse teams, fostering innovation by challenging conventional thinking, encouraging fresh ideas, and promoting creative problem-solving.

We prioritize internal GROWTH & DEVELOPMENT - ATS offers numerous opportunities for professional advancement, including a tuition reimbursement program, individual development plans, and a commitment to promoting from within - providing ample space for career growth at ATS.

We offer COMPETITIVE Total Rewards - Competitive starting salaries, eligibility for overtime pay, paid vacation, an Employee Incentive Bonus program, comprehensive health and dental benefits, a 4% RRSP matching program, and an optional Employee Share Purchase Program.

A place to BELONG: We celebrate our differences and ensure that all employees have equal opportunities for growth and development. We believe that diversity of thought, background, and experience is essential for our success and innovation.

ATS is committed to compliance with the Accessibility for Ontarians with Disabilities Act (AODA) and will assist those requiring specific accommodations due to personal disabilities upon request.