Aftermarket Manager

Job overview

Leads the organization’s Aftermarket business efforts in alignment with the organization’s financial and operational objectives to maximize profitability. Attracts, retains, and effectively engages department personnel. This job is designed to promote service and parts sales. It is building a relationship with our customers and helping them grow with us.

Responsibilities

• Manage customer calls and customer conflict as it arises.
• Effectively manage technician labor rates, technician productivity, technician efficiency, WIP, and billing cycle days.
• Reports weekly location metrics and tracking progress.
• Manage Satisfyd survey and Dealer experience.
• Manage warranty process, including the Pending list.
• Support regional call support and dispatch to improve customer experience.
• Develops and maintains effective Service Department processes to ensure internal and external customer satisfaction.
• Executes Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.
• Takes the lead in sharing best practices and implementing common processes throughout the Service Department.
• Coordinates customer clinics, field days and related promotional events.
• Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit if Warranty Admin is unavailable.
• Develops and retains key talent by maintaining individual development plans.
• Reviews work orders for completeness and accuracy prior to customer billing
• Ensures all departmental tools, equipment, and vehicles are in good working order
• Promotes and sells products to meet customer needs and ensures internal and external customer satisfaction.
• Verifies receipting in of shipments via, stock order, machine down, and transfer parts and matches to proper invoices.
• Ensures all invoices are promptly sent to the Accounting Department.
• Assists in keeping parts department clean and orderly using the 5S process
• Ensures proper staffing for both regular and after-hour needs.
• Ensure all cores, warranty parts, scrap, and surplus returns are sent back to the proper vendor or disposed of properly(s).
• Works with Regional Parts Management on merchandising showroom displays
• Ensures perpetual and physical inventories are completed.
• Ensures Hutson Parts Department checklist is followed on a daily basis.
• Onboarding trainer for all Aftermarket staff.

Qualifications

• 3 or more years of sales experience is preferred.
• High School Diploma or GED equivalent is required.
• Knowledge of John Deere and competitive equipment as well as technology trends/advancements.
• Business, financial and logistical management knowledge.
• Knowledge of key customer account agronomic operations.
• Ability to use software applications such as Microsoft Office and internet functions.
• Excellent customer relationship skills with current and future decision makers.
• Understanding of mechanical and technical terms.
• Knowledge of parts operating systems preferred.
• Strong organizational skills.
• Interpersonal skills are needed when dealing with customers and co-workers.
• Should be service oriented and always be willing to assist the customer.
• Self-motivated to take on new tasks or help other departments when needed.

Additional requirements

• Valid Driver’s License required.

Working Conditions

• Light work: Exerting up to 20 pounds of force occasionally and/or negligible amount of force constantly to move objects.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (includes inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
• The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned or to make general observations of facilities or structures.

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