In this episode of the Aftermarket Champions Podcast, host Vivek Joshi interviews Chad Sloan (Director, Global CS&I Sales) from Axcelis Technologies, who emphasizes the importance of starting with customer challenges to develop effective aftermarket solutions. He highlights that understanding customer needs allows for the creation of standardized solutions, crucial for managing limited resources efficiently.
Chad points out that OEMs have a unique advantage due to their comprehensive capabilities and global infrastructure, which can be leveraged to provide tailored solutions. Additionally, he stresses the need for having the right people to build trust and relationships with customers, which is essential for successful engagement and problem-solving.
Chad also discusses the critical role of the sales force, advocating for the use of tools and automation to minimize administrative burdens and maximize customer interaction time. This approach ensures that salespeople can focus on developing relationships and understanding customer needs, rather than being bogged down by internal tasks.
A significant challenge identified is the "silver tsunami," referring to the retiring of experienced workers and the loss of their valuable knowledge. Chad suggests that AI could be a solution to capture and retain this knowledge, but it must be implemented carefully to avoid security risks.
Reflecting on his career, Chad notes that successful aftermarket service providers distinguish themselves through a deep understanding of their market, strong customer relationships, and meticulous attention to detail. Mastery of data and detailed knowledge builds credibility and trust with customers, which are crucial for long-term success.
For those beginning their careers, Chad advises being curious, open to new opportunities, and willing to embrace uncomfortable challenges. He believes that while luck plays a role, sustained success is driven by hard work and making the most of opportunities.
The conversation concludes with a reflection on the balance between luck and personal effort in achieving career success. Chad's journey illustrates that while initial breaks may come by chance, sustained success results from hard work, attention to detail, and maintaining strong customer relationships.