AfterSales Parts and Service

Description

Title:                     Director of AfterSales Parts and Service

Department:    AfterSales

Location:           (East / West) Region 

Reports To:       CEO 

Supervises:      Regional AfterSales Managers

PURPOSE:

The Director of AfterSales Parts & Service is a key strategic leader responsible for maximizing the performance, profitability, and customer satisfaction of the Service and Parts operations across multiple locations. Reporting directly to the CEO, this role serves as the primary strategic service and parts operations leader and plays a central role in aligning regional service and parts execution with company-wide goals.

In addition, this role provides leadership and direct support to the Regional AfterSales Manager, who is responsible for working with all Parts and Service departments across a defined region to drive profitable growth, operational efficiency, and exceptional customer satisfaction. The Director will guide and develop regional and local leaders, ensure consistent execution of best practices, and help shape the future of the aftermarket business within a high-performing heavy equipment dealership organization.

KEY RESPONSIBILITIES:

• Serve as the strategic leader for Service operations, partnering with location and regional leaders to drive excellence in customer experience, profitability, and efficiency.

• Directly lead and support the Regional AfterSales Manager in their responsibilities across Parts and Service departments, ensuring alignment with branch, region and corporate goals.

• Develop and execute annual goals and budgets for Service and Parts departments in line with regional and organizational objectives.

• Collaborate with Corporate and Regional Aftermarket leadership, Marketing, and other stakeholders to design and execute a comprehensive Aftermarket sales and marketing plan.

• Provide hands-on support and hold location leaders accountable for execution of strategies, performance targets, and improvement initiatives.

• Analyze and monitor performance metrics across locations, using data to identify opportunities and implement corrective actions to drive revenue growth.

• Coach and mentor Service Managers and Parts leaders to build leadership capability and foster a high-performance culture.

• Champion continuous improvement by identifying inefficiencies, driving standardization, and implementing scalable best practices across all service and parts operations.

• Oversee readiness and operational integrity of shop assets, mobile service vehicles, tooling, and facilities.

• Act as a resource and escalation point for complex operational challenges, customer issues, and/or service work orders.

• Partner with HR and local leadership in recruiting, onboarding, training, and career development of Aftermarket personnel.

• Reinforce a customer-first culture by setting high expectations for professionalism, responsiveness, and quality.

• Promote and enforce company safety standards, modeling safety-first behaviors and holding teams accountable. This role is tasked with being a leader in safety and ensuring all employees are working in a safe manner.

• Represent the company professionally in the marketplace and community, embodying the organization’s Core Values.

• Employee performance reviews will be held at least once per year with all direct reports.

• Salary reviews will be conducted annually for each employee with special reviews performed according to employee performance, however, no salary increases can be processed without prior approval of the fiscal year plan by the CEO. Assist in coaching discipline of AfterSales personnel, within company policies, up to and including termination.

• All other duties as assigned.

JOB REQUISITIES  

Experience

• 5–10 years of progressive experience in Service and Parts operations; at least 5 years in a leadership role.

Education

• A bachelor’s degree or equivalent experience in service and parts operations at the management level.

Physical/Job Requirements

• Valid driver’s license required and ability to meet company driving policy requirements.

• Willingness and ability to travel frequently across the assigned region.

• Must be available for extended hours or weekends when business needs are required.

• Must be able to lift up to 40 lbs. on a regular basis

• Must be able to lift, push, pull, bend, squat on a regular basis

Skills and Knowledge:

• Proven success leading and developing teams across multiple locations and functions.

• Strong business acumen with the ability to analyze financial and operational data to make strategic decisions.

• Exceptional communication and interpersonal skills, with the ability to lead through influence.

• Demonstrated high emotional intelligence and a collaborative leadership style.

• Experienced with John Deere construction equipment or similar product lines preferred.

Qualifications