ATS Company: ATS Corporation Requisition ID: 14811 Location: Cambridge, ON, CA, N3H 4R7 Date: Apr 29, 2025 Division Director, After Sales and Service The world isn’t standing still, and neither isATS Life Sciences- We don’t follow the trends. We set them! Are you interested in being part of a team that makes a difference? Join our growingATS Life Sciences Systemsteam a division of ATS Corporation, a publicly traded global enterprise with a proud history, we are helping advance the future with our factory-wide automation solutions. Within Life Sciences Systems, what we do matters – we custom design, build and service critical automated solutions for medical device and pharmaceutical companies. We are dedicated to assisting our customers in improving the quality of life for people around the world. When there is no room for error, and product failure is not an option, leading life sciences companies trust us to resolve their production challenges. Job Description The Division Director, After Sales & Service will execute all activities in alignment with the Global After-Sales and Service strategy and within the division’s operating scope. This role will provide leadership by example in the adoption of streamlined processes, KPI implementation, customer focus, pipeline management, technical aptitude and exceeding performance goals.The successful candidate must have experience in a fast paced, aggressive, dynamic environment leading a business unit with P&L responsibility to drive ambitious growth initiatives for our after sales and service department. RESPONSIBILITIES: - Lead the Front End (FE) and Back End (BE) of our divisions after-sales and service business in-line with agreed upon processes. - Lead the talent development of your team and ensure individual goals and KPI’s are met. - Directly, and through your team, pro-actively articulate and deliver value added service solutions to our customers through the life cycle of their equipment. - Work in co-ordination with the ATS Equipment (CAPEX) account and program managers to provide a coordinated approach to our customers to maximize opportunities. - Integrate the division’s service team with the global FE processes, including regular and robust pipeline reviews, KPI governance and asset analysis. - Integrate the division’s service team with standardized global BE processes, and an effective utilization of our regional resources. - Develop and leverage our customer satisfaction surveys and KPI’s to drive focused customer support, conduct root cause analysis and corrective actions. - Develop performance measurement tools and visual aids; including a performance metrics wall. - Ensure the comprehensive use of the company CRM (Sales Force) for all customer interactions and department activities. - Manage customer complaints, root cause analysis and corrective actions through the stages of the gate process and lead “eliminator” (escalation) meetings to the satisfaction of our customers. - Responsible for departmental budgeting, performance reviews and forecasting. - Maintain service records and document trends in warranty issues. - Ensure the creation of spare parts lists for equipment built at the division and utilize private labeling. - Solve disputes, warranty problems, incomplete items and any other matters that create an accounts receivable issue with the customer. - Conduct employee performance evaluations, recommend salary adjustments and initiate personnel actions such as promotions, transfers, discharges and disciplinary measures. - Interview and select applicants based on their technical qualifications and suitability for positions in his/her department when hiring new personnel. - Maintain a cooperative working relationship with your counterparts in other ATS divisions. - Hold daily team huddles, weekly governance reviews and monthly communications with their team and cascade performance expectations from the global service leadership. - Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct. - Act as facilitator/participant in division and global meetings/functions as needed. - Maintain, train, and improve upon existing ISO standards and systems. - Other duties as assigned Qualifications Education: A diploma or degree specializing in a technical field, preferably mechanical/electrical engineering. Experience: - A minimum of 10 years’ of experience in operations and/or service leadership with a focus on lean process management. - 2 years+ leading a small to medium size business unit with P&L responsibility. - Excellent sales and customer relationship management skills are essential. - Computer knowledgeable with such programs as Windows, Excel, Word, MS Outlook, Adobe, etc. - Good knowledge of Sales Force a plus, and/or other CRM’s. - Familiarity of fabrication and assembly processes, including inspection tools. - Familiarity of material handling equipment. If you're excited about this role, but do not meet all the qualifications listed above, you are still encouraged to apply Why YOU should join ourATS Life Sciences Systemsteam: We value our PEOPLE- The foundation of a great company is having the best team which is why we continuously work to develop, engage, empower and energize our people. The best people want to work with the best team - the best teams are diverse and inclusive teams. What we do MATTERS- our Life Sciences projects contribute to improving the lives of people around the world! ATS has made a commitment to be carbon neutral by 2030! INNOVATION and PROBLEM SOLVING is at our core -Our pursuit of continuous improvement in everything we do. Our focus is on building diverse teams, stimulating innovation by challenging conventional thinking, encouraging fresh ideas and promoting creative problem-solving We prioritize internal GROWTH & DEVELOPMENT- ATS offers endless opportunities for professional growth and development – with a tuition reimbursement program, individual development programs and a commitment to promoting from within - there is space for you to grow your career at ATS! We offer COMPETITIVE Total Rewards- Competitive starting salaries, overtime pay eligibility, paid vacation, Employee Incentive Bonus program, comprehensive health and dental benefits including Lifestyle Spending Account, 5% RRSP matching program and 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 experiences is essential for our success and innovation. ATS is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessary