Hillenbrand

Key ResponsibilitiesStrategic Leadership & Service Business Development

• Develop and execute the global Material Handling service strategy aligned with business objectives and growth ambitions
• Define and implement a lifecycle service offering covering spare parts, field service, inspections, maintenance programs, upgrades, digital services, and long-term service agreements
• Identify and develop new service revenue opportunities across the installed base
• Lead regional teams in developing local service growth strategies while ensuring global consistency
• Drive service excellence as a key element of the customer value proposition
• Global expansion of the components business

Service Portfolio & Lifecycle Management

• Own the global service portfolio for the Material Handling business
• Collaborate with Product Management to develop service-friendly products and lifecycle solutions
• Define service standards, pricing frameworks, and commercial policies
• Lead the development of the component business to sales growth opportunities and improve business performance
• Ensure service offerings evolve in line with customer needs and emerging market trends

Customer Experience & Installed Base Growth

• Establish strong relationships with key customers and strategic accounts
• Promote proactive customer engagement to maximize equipment uptime, reliability, and productivity
• Develop programs to increase service penetration across the global installed base
• Implement systematic customer feedback processes and continuously improve service delivery
• Act as executive sponsor for critical customer service escalations

Operational Excellence

• Improve service execution and operational performance globally
• Drive the capture rate across the installed based
• Establish and monitor KPIs related to service revenue, margin, response times, customer satisfaction, safety, and service productivity
• Drive standardization of service processes, tools, and performance management systems
• Implement continuous improvement initiatives focused on efficiency, quality, and scalability
• Expand the component set-up globally regarding profitable growth across different industries
• Ensure compliance with safety, quality, and regulatory requirements

Digital Services & Innovation

• Lead the development and deployment of digital service solutions, remote support capabilities, condition monitoring, and predictive maintenance technologies
• Leverage data analytics to improve service delivery and customer outcomes
• Drive adoption of Industry 4.0 and AI technologies within the service organization
• Collaborate with technology and engineering teams to develop future-oriented service offerings

Financial Performance

• Drive global service revenue growth, profitability, and recurring income streams
• Develop annual service business plans, forecasts, and strategic growth initiatives
• Monitor financial performance and identify opportunities to improve margins and operating efficiency
• Support pricing optimization and commercial excellence initiatives
• Contribute to overall business performance through effective lifecycle revenue management

Leadership & Organizational Development

• Lead and develop a high-performing global service organization
• Foster a culture of accountability, customer focus, innovation, collaboration, and continuous improvement
• Build organizational capabilities to support future growth and digital transformation
• Develop succession plans and talent pipelines for critical service leadership positions
• Promote cross-functional collaboration across Product Management, Engineering, Operations, Sales, and Service teams

Candidate profileEducational Background

• Bachelor's degree in Engineering, Industrial Engineering, Business Administration, or a related field
• Master's degree (MBA or equivalent) preferred

Preferred Attributes

• Passion for customer success and operational excellence
• Entrepreneurial mindset with a strong focus on growth and innovation
• Ability to balance strategic vision with operational execution
• Collaborative leader who builds strong partnerships across functions and regions
• Advocate for digital transformation and continuous improvement

Professional Experience

• Minimum of 10 years of progressive leadership experience in Service, Aftermarket, Operations, Product Support, or related industrial businesses
• Proven experience managing global service operations within industrial equipment, material handling, process systems, or related industries
• Demonstrated success in driving service growth, profitability, and customer satisfaction.
• Experience leading international and cross-functional teams in a matrix organization

Technical & Industry Knowledge

• Strong understanding of material handling systems, pneumatic conveying, feeding technologies, and industrial process equipment
• Experience with aftermarket services, spare parts management, field service operations, and equipment lifecycle management
• Knowledge of digital service technologies, predictive maintenance, remote diagnostic