North America Lifecycle Care Manager

If you are a  Lifecycle Care Manager for North America looking for an opportunity to grow your career, this is your chance to lead and optimize end-to-end post-sales operations within Emerson’s Measurement Solutions business in Costa Rica. This role is responsible for integrating lifecycle functions—including Order Management, Help Desk, Inside Sales, Returns (RMA), and Service Center Operations—while driving operational excellence, customer satisfaction, and strong financial performance. You will play a key role in advancing service capabilities, enhancing customer experience, and enabling sustainable revenue growth.

In This Role, Your Responsibilities Will Be:

Operational Leadership

• Lead and integrate core lifecycle functions: Order Management, Help Desk, Inside Sales, RMA, and Service Centers.
• Ensure efficient, standardized, and scalable processes across all service operations.
• Drive continuous improvement initiatives focused on productivity, cycle time reduction, and service quality.

Commercial & Financial Accountability

• Support sales performance and gross profit targets for lifecycle services and support offerings.
• Monitor financial KPIs (revenue, margins, cost-to-serve) and implement corrective actions as needed.

Customer Experience & Service Excellence

• Ensure high-quality customer support through effective Help Desk and service delivery models.
• Improve customer satisfaction by enhancing responsiveness, communication, and resolution times.
• Establish best practices for handling returns (RMA) and service recovery processes.

Inside Sales & Revenue Growth

• Lead Inside Sales teams to drive quotation turnaround, conversion rates, and customer engagement.
• Collaborate with field sales to identify cross-sell and upsell opportunities within existing accounts.
• Strengthen pipeline visibility and forecast accuracy for lifecycle services.

Service Center Support 

• Oversee service center performance including repairs, calibrations, and refurbishment activities.
• Ensure compliance with quality standards, safety requirements, and operational procedures.
• Optimize capacity planning, workforce utilization, and turnaround times

Process & Systems Optimization

• Enhance the use of ERP, CRM, and service management tools to improve visibility and efficiency.
• Standardize workflows and reporting across regions or business units.
• Drive digital transformation initiatives within lifecycle operations.

People Leadership

• Lead, mentor, and develop a multidisciplinary team across multiple functions.
• Foster a high-performance culture focused on accountability, collaboration, and customer-centricity.
• Build succession plans and support talent development within the organization.

Key Performance Indicators (KPIs)

• Revenue growth (Lifecycle Services / Aftermarket)
• Gross profit and margin improvement
• Order cycle time and backlog management
• Help Desk response and resolution time
• RMA turnaround and recovery efficiency
• Service center productivity and utilization
• Customer satisfaction

Who You Are:

You consistently build strong, trusting relationships and work collaboratively across teams to achieve shared goals. You anticipate customer needs and deliver solutions that create meaningful value while maintaining high standards of quality and responsiveness. You make sound, timely decisions by analyzing data and balancing short- and long-term priorities. You foster an environment where individuals feel empowered to contribute ideas, learn, and grow, while holding yourself and others accountable for delivering results.

For This Role, You Will Need:

• Bachelor’s degree in engineering, Business Administration, or related field (MBA preferred).
• 5-7 years of experience in operations, service, or lifecycle management, preferably in industrial or measurement solutions environments.
• Proven track record managing multi-functional teams and P&L responsibility.
• Strong understanding of aftermarket services, repair operations, and inside sales models.
• Excellent communication skills, both verbal and written (English and Spanish). 
• Experience managing financial performance, including revenue growth and cost optimization 
•  Ability to analyze operational data and drive continuous improvement initiatives

Preferred Qualifications That Set You Apart:

• Experience using ERP, CRM, or service management tools to enhance operational efficiency. 
• Advanced business or leadership training (e.g., MBA or equivalent experience).
• Familiarity with service center operations such as repairs, calibration, or refurbishment.

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results. 

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.