Director, Parts and Service

Director, Parts & Service

Location: Milwaukee, WI

Company: Paper Machinery Corporation

Paper Machinery Corporation (PMC) is the world’s leading designer and manufacturer of advanced forming machines for paperboard cups and containers. With customers in more than 40 countries, we pride ourselves on delivering innovation, reliability, and world-class customer support.

We are seeking an experienced and customer-focused Director, Parts & Service to lead our Parts and Service organization. As a key member of the leadership team, this individual will oversee Customer Service, Field Service, and Technical Support/Training functions while building a best-in-class service operation that supports our machines throughout their entire lifecycle.

Key Responsibilities

• Lead, coach, and develop a team consisting of:
• Three Customer Service Representatives
• Two Technical Support & Training Specialists (phone and field-based)
• Customer Service Manager
• Field Service Manager
• Drive a customer-centric culture across all service and support functions.
• Oversee global parts and service operations (~$30M annual revenue).
• Ensure accurate and competitive parts pricing, margins, and mark-ups while maintaining profitability.
• Collaborate with Sales, Engineering, and Assembly teams to align customer support strategies with business objectives.
• Manage field service scheduling, technical support, training programs, and operational manuals (developed with 3rd-party and internal resources).
• Ensure timely customer communication, issue resolution, and service reporting.
• Implement strategies to grow aftermarket revenue (service contracts, parts sales, training programs, etc.).
• Develop and maintain systems for service documentation, bulletins, and online customer resources.
• Partner with leadership to define and execute proactive service and parts revenue growth strategies.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field.
• Minimum 5 years leadership experience within a capital equipment or engineer-to-order environment.
• Capital Equipment experience preferred.
• Proven background managing both phone-based and field-based service organizations.
• Demonstrated ability to manage P&L responsibility for service operations.
• Strong business acumen with expertise in parts pricing, margins, and mark-ups.
• Excellent communication skills with both internal teams and external customers.
• Ability to transform and innovate processes to deliver cutting-edge customer support solutions.

Compensation & Schedule

• Competitive salary, with anticipated compensation aligned with executive-level roles (previous hire benchmark: $180,000 annually, depending on experience).
• Comprehensive benefits package.
• Full-time, on-site leadership position.

Job Type: Full-time

Pay: Up to $180,000.00 per year

Work Location: In person