Director of Customer Success & Aftermarket Services – Injection Molding

CEO Inc. is hiring a senior commercial and service leader for its injection molding business. The role leads regional aftermarket and field-service operations, manages P&L performance, develops service revenue, oversees key customer relationships, and supports customers from equipment installation through ongoing service, upgrades, and long-term support.

Responsibilities:

• Lead Customer Success Business Managers, regional service teams, and sales support personnel
• Own the financial performance and year-over-year growth of the assigned service territory, including P&L responsibility
• Develop and execute regional business plans that balance customer satisfaction, service performance, and profitable growth
• Improve customer response times, service follow-through, account activity, and contract management
• Move the service organization from primarily reactive support toward a more proactive, planned-service model
• Develop service packages and customer programs that improve equipment performance, build long-term customer relationships, and support future equipment sales
• Manage service relationships with key accounts and personally address complex or sensitive customer escalations
• Work with equipment, tooling, sales, and service teams to support successful installations and customer startups
• Identify growth opportunities involving service agreements, tooling services, equipment upgrades, parts, and other aftermarket offerings
• Establish processes that generate qualified service and aftermarket sales leads
• Use customer feedback and field-service results to improve service quality and help shape future service offerings, pricing, and marketing plans
• Develop team capabilities through training, coaching, and hiring as customer and market needs evolve
• Travel regularly throughout the assigned territory for customer meetings, issue resolution, and business development

Requirements:

• Must Have Injection Molding Experience to be Considered
• Candidates must understand injection molding equipment and the operating needs of plastics manufacturers
• Experience with injection molding machines, molds, hot runners, tooling, or related aftermarket services is required
• • Working knowledge of plastic injection molding equipment, manufacturing processes, and machine operation
• • Technical familiarity with injection molding machines, molds, hot runners, tooling, or related systems
• • Experience supporting current and legacy equipment in an industrial service or aftermarket environment
• • Understanding of the operational and financial pressures affecting injection molding companies, including uptime, cycle time, part quality, maintenance costs, and production reliability
• • Experience developing or managing aftermarket services, preventive maintenance programs, service agreements, equipment upgrades, replacement parts, or tooling services
• • Ability to turn technical equipment issues into practical service and business solutions
• • Comfort presenting technical and commercial recommendations to customer leadership teams
• • Willingness and ability to travel frequently
• • Engineering, mold-making, or technical degree related or equivalent industry experience
• • At least five years of experience managing teams
• • Experience leading field service, aftermarket, customer support, technical sales, or technical account-management teams
• • Experience growing a service-based business and managing financial results
• • Ability to manage key customer relationships and resolve escalated service issues with sound judgment
• • Clear written and verbal communication skills
• • Organized, decisive, self-directed, and comfortable leading in a customer-facing environment
• Fluent Spanish
• frequent regional travel
• • Spanish language skills preferred
• direct P&L responsibility is preferred
• • Business, finance, or MBA education is helpful but not required