Summary

Job title: Aftermarket Support Manager (f/m/d)

Requisition: 3308

Business Unit: Portable Metrology

Location: EMEA (remote)

Short description: As an Aftermarket Support Manager (f/m/d), you will take full ownership of the aftermarket business, organisation and processes for our PRESTO solutions, driving commercial growth, service delivery and customer satisfaction across international markets.

You will manage the MyCare PRESTO service portfolio, oversee spare parts and inventory strategies, and coordinate cross-functional teams to ensure efficient service operations and compliance with customer SLAs.

We are looking for an experienced aftermarket professional with strong commercial ownership, technical understanding and a proactive, structured approach to managing international service operations. You will work closely with regional teams and stakeholders across Sales, Product Management, Engineering, Supply Chain and Customer Support.

This is an EMEA-based remote position with a global scope, requiring approximately 30% international travel.

Job Responsibilities

• Build and deliver the annual aftermarket budget and sales targets within the BU MTFP process.
• Own the AFM pipeline, monthly forecasts, costs, margins and inventory value in collaboration with Finance & Controlling. Report monthly to BU leadership and coordinate regional AFM coordinators.
• Manage the MyCare PRESTO portfolio (Basic / Essential / Premium), including scope, SLAs, pricing, terms and regional or third-party variants, in collaboration with Product Management.
• Drive MyCare attach rates on new PRESTO sales with Local Sales and KAMs, managing warranty-to-MyCare transitions, multi-year contracts, renewals and upselling across the installed base. Additional services, part programming and fixturing are quoted and handled by the Sales Support team.
• Define and implement the spare parts strategy, including the central hub in Spain, local stocks for strategic accounts, critical parts lists and recommended kits per PRESTO configuration.
• Establish stocking policies balancing SLA commitments and inventory value, managing long-lead items, obsolescence, RMA, intercompany and logistics flows with Procurement, Supply Chain and R&D.
• Deploy and manage the ticketing system, building on Jira Hub Support, with clear categories, priorities, SLA tracking and 1st/2nd/3rd level support routing.
• Drive tickets through to resolution across Technical Support, Applications, PMO, Supply Chain, R&D and Field Service, ensuring escalation of blockers and effective customer communication.
• Implement AI-assisted troubleshooting, including knowledge bases, guided diagnosis and remote diagnostics, using ticket data to improve first-time fix rates and provide quality feedback to R&D.
• Plan and coordinate MyCare service delivery (preventive maintenance, calibration and training), monitor SLA compliance and customer satisfaction, conduct key account service reviews, standardise regional AFM processes and ensure aftermarket requirements are addressed within the Automation Gate Process before project handover.

Qualifications

• 8+ years of experience in aftermarket or service business within industrial automation, metrology, machine tools or robotics, including budget and sales target ownership.
• Proven experience selling and negotiating multi-year, SLA-based service contracts with OEM and Tier-1 customers.
• Hands-on experience in spare parts and inventory management, including central/local stock models, stocking policies and logistics.
• Experience managing ticketing and service tools (e.g. Jira Service Management, ServiceNow) and driving cross-functional issue resolution without direct authority.
• Technical understanding of automated cells, including robots, linear axes, PLCs and metrology sensors.
• Fluent English, with strong organisational, analytical and communication skills and a structured, data-driven approach.
• Willingness to travel internationally approximately 30% of the time.

Advantageous

• Experience with AI-assisted service solutions (knowledge bases, copilots, predictive maintenance), SAP/ERP, CPQ or Hexagon/Leica MyCare.
• Experience in team building and working with automotive customers.
• Additional language skills in Spanish, German or French.

What we offer

• A key role with ownership of international aftermarket operations and service development.
• The opportunity to work with innovative metrology and automation technologies in a global organisation.
• An EMEA-based remote working arrangement with international exposure and collaboration across regions.
• A collaborative environment with opportunities for professional development and continuous learning.
• Competitive compensation and employee benefits in accordance with local company policies.

At Hexagon Manufacturing Intelligence, we believe that diverse teams drive innovation and excellence. We are committed to creating an inclusive environment where everyone, regardless of background, identity, or personal characteristics, can thrive and contribute to our shared success. We welcome applicants of all genders, ages, ethnicities, abilities, and experiences.