Apply on Employer Site

KNAPP North America · 5 days ago

Director Service and Sales - Customer Service

KUS Headquarters, Kennesaw, GA, US

Full-time

Hybrid

Lead/Staff, Director/Executive

5+ years exp

KNAPP North America is a global leader specializing in automated solutions for the logistics industry. The Director of Service and Sales - Customer Service will lead and grow the customer service sales and service delivery portfolio, driving post-sales revenue and enhancing service delivery performance while managing a high-performing team.

Industrial Automation

Responsibilities

Own the commercial relationship for assigned service customers, including renewals, upsells, and contract negotiations (maintenance, resident, spare parts, etc.)

Develop and implement strategies to drive profitable growth in service revenue across the North American region

Oversee account managers and ensure customer satisfaction, retention, and expansion

Collaborate with internal sales and project execution teams to transition customers smoothly from project go-live to ongoing service engagement

Oversee service execution across assigned accounts, including resident maintenance teams, field service visits, and spare parts delivery

Partner with service delivery leads to ensure SLAs are met, KPIs are tracked, and service excellence is delivered consistently

Drive operational efficiency and standardization across service delivery teams

Lead, coach, and develop a team of Account Managers, Service Level Managers, and support personnel

Partner with the VP of Customer Service and cross-functional stakeholders to define long-term service strategies

Champion customer feedback, escalate issues proactively, and ensure resolution aligns with contractual and performance expectations

Own P&L accountability for assigned service contracts and drive margin improvement initiatives

Support budget planning, forecasting, and reporting activities tied to service performance and sales targets

Own the full commercial performance of the Customer Service Sales & Service organization, driving year-over-year growth in revenue, gross margin, and customer retention

Develop and execute strategic plans to increase service revenue YoY, including upselling initiatives, contract scope expansions, and new service offerings (e.g., digital monitoring)

Set and manage annual sales targets and KPIs for account management and service sales teams aligned with corporate growth goals

Collaborate with Finance and the VP of Customer Service to conduct quarterly business reviews, budget tracking, and forecasting exercises that align with long-term financial plans

Monitor customer-level P&L performance and drive continuous improvement in contract profitability and renewal rates

Oversee the implementation of pricing strategies and contractual mechanisms to protect and grow margin across all service offerings

Support the development of business cases for new services or customer programs, ensuring ROI and scalability

Qualification

Sales ManagementCustomer Relationship ManagementService Delivery ManagementP&L AccountabilityOperational SLAsStrategic PlanningLeadership SkillsCommunication SkillsOrganizational SkillsTeam Management

Required

Bachelor's degree in Business Administration, Engineering or related field required

5+ years of experience in sales, service, or operations leadership, preferably in the material handling, industrial automation, or intralogistics industries

5+ years' experience directly managing a team

Proven track record of managing customer relationships, service teams, and business growth

Strong understanding of service contracts, operational SLAs, and revenue management

Excellent leadership, communication, and organizational skills

Travel required up to 25% of the time

Authorization to work in the U.S

Passport or ability to obtain passport

Professional office etiquette is required at all times

Ability to travel by air both domestically (US) and internationally (primarily Austria and Canada)

Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm's length, and lifting up to 50 pounds