SUMMARYThe Director, Customer Experience & Aftermarket Support is responsible for developing and executing comprehensive customer experience and aftermarket support across the Hoshizaki Alliance. This role will establish the regional vision, best practices, and strategic framework for supporting customers throughout the equipment lifecycle-from installation and post-sale support through service, warranty, parts, replacement, and future equipment purchases.
The primary objective of the position is to make Hoshizaki Alliance easier to do business with by creating more seamless and coordinated customer experience across Alliance brands. Through a "one face to the customer" approach, the Director will identify opportunities to better leverage the capabilities of Hoshizaki operating companies while maintaining the expertise and accountability that reside within each business.
The Director will work closely with operating company leadership, Sales, Service, Parts, Warranty, Marketing, Operations, Quality, Engineering, dealers, distributors, service partners, and customers to understand the current customer journey, identify gaps and opportunities, and develop scalable solutions.
Ultimately, this position will help differentiate Hoshizaki Alliance through the total customer experience, strengthen customer loyalty, increase multi-brand penetration, grow aftermarket opportunities, and improve Hoshizaki's ability to capture the second sale and replacement business.
ESSENTIAL FUNCTIONS- Define and execute the Alliance-wide customer experience strategy, including lifecycle standards, KPIs, and a coordinated "one face to the customer" approach across brands.
- Establish and lead a formal Voice of the Customer program, using standardized feedback tools, reporting, and insights to drive improvement initiatives.
- Develop the Alliance aftermarket strategy across service, parts, warranty, preventative maintenance, service agreements, and other lifecycle support opportunities.
- Identify and scale operating company best practices while improving collaboration, consistency, and ease of doing business across the Alliance.
- Evaluate service coverage, responsiveness, communication, escalation, and follow-up to strengthen the field service experience and support growth.
- Simplify warranty administration, improve claims consistency and responsiveness, and use warranty trends to inform quality and process improvements.
- Extend the customer relationship beyond the initial sale by supporting retention, replacement capture, cross-selling, multi-brand penetration, and strategic account growth.
- Advance digital customer experience capabilities, including service tools, portals, diagnostics, customer lifecycle visibility, and integrated CRM/ERP/service data.
- Lead cross-functional working groups and influence Sales, Service, Parts, Warranty, Marketing, Operations, Quality, Engineering, IT, and operating company leadership.
- Develop business cases, investment recommendations, executive updates, and roadmap priorities that connect customer experience improvements to measurable business outcomes.
