Customer Care Director, Americas

Role: Customer Care Director, Americas

Position: Aftermarket Sales & Services Management

Location: Sellersville, PA (office-based)

Our client, established in 2007, is the North American subsidiary of an Italian industrial organization specializing in the design and manufacture of sterilization, bio-decontamination, and contamination control equipment for the bio-pharmaceutical and food industries. Located in Sellersville, Pennsylvania, the company offers a range of products, including autoclaves, sterilizers, and integrated systems, and provides services such as process development and technical training through its state-of-the-art technology center. The company is dedicated to delivering innovative solutions and comprehensive support to its clients across North America.

The role

The Americas’ Customer Care Director is responsible for leading and managing all aspects of growing and managing field service engineering, technical operations and maintenance, service quality, and service-related sales. This leadership role ensures seamless customer support, enhances operational and technical efficiency, and drives service revenue growth within the sterilization and bio-decontamination industry. The ideal candidate will have a strong business acumen, excellent technical background, superb customer engagement skills, and proven experience managing complex service operations at the business unit or region level and within a multinational environment. This role currently has two (2) direct managerial-level reports that supervise a wider functional team of nineteen (19) indirect reports, three (3) direct customer care sales reports, and one (1) administrative support person.

Customer Care Sales & Business Development

• Identify and develop opportunities for service contract sales and aftermarket support within the Americas region.
• Collaborate with the sales team to expand service offerings and upsell maintenance programs.
• Develop pricing models and service packages that align with market demands and business objectives.
• Foster strong relationships with existing customers to drive repeat business and long-term partnerships.

Field Service Engineering & Technical Operations

• Directly and indirectly support field service engineering teams in the installation, calibration, validation, maintenance, and repair of  equipment and machines across multiple countries.
• Ensure field engineering teams are well-trained and equipped with the necessarytools and knowledge.
• Monitor service metrics to optimize operational efficiency and improve response times.
• Implement preventive, proactive maintenance programs to enhance equipment reliability.

Quality Control, Safety& Compliance

• Develop and oversee quality control measures to ensure regulatory compliance and adherence to industry standards across different regulatory environments in the Americas.
• Work closely with the internal team to drive continuous improvement initiatives.
• Maintain compliance with FDA, ISO, OSHA, and other relevant quality and safety regulations.
• Address customer complaints and ensure timely resolution of quality or safety-related concerns.

Required Education and Experience

• Bachelor’s degree required
• 10+ years of progressively responsible work experience in field service/technical operations
• 7+ years of people management experience, directly leading, coaching, scheduling, interviewing/hiring, training, and ensuring satisfactory employee performance.
• Proven track record in service sales, customer success, and service-related business development.
• Strong ability to work cross-functionally with commercial, application engineering, global production and supply chain, finance, human resources, and other enabling functions.

Preferred Education and Experience

• Understanding of the biopharmaceutical market, competitive landscape, and regulatory environment of our customers (cGMP, GLP, FDA, etc.)
• Strong working experience with ERP and CRM systems, preferably SAP and Salesforce.
• Ability to speak Spanish is a plus.
• MBA or similar executive business education.