After Sales Parts and Warranty Manager

Job Description – After Sales Parts and Warranty Manager Job Title: After Sales Parts and Warranty Manager Job Summary: Aftersales Parts Sales Manager oversees the processes and personnel involved in providing after-sales support, including parts management and warranty claims processing. This role ensures customer satisfaction by efficiently handling warranty claims, managing parts inventory, and maintaining strong relationships with both internal teams and external vendors. Supervisory Responsibilities: After Sales Parts Sales Representatives Duties/Responsibilities: Lead and manage a team of after-sales professionals, including customer service representatives and technical manuals professionals. Set performance goals and provide regular feedback to team members. Develop and implement strategies for providing excellent customer support, including responding to inquiries, addressing complaints, and resolving issues. Ensure that customer inquiries and issues are handled promptly and professionally. Monitor and evaluate the quality of after-sales service and support provided to customers. Implement processes and systems to improve service quality and efficiency. Provide training and development opportunities for the after-sales team to enhance their skills and product knowledge. Work with the Director of AMP After Sales to create and implement practices to increase revenue and best support the customer. Handles inbound phone calls to convert leads into sales. Works with the team to maintain customer accounts and ensure product literature is current. Obtains cost-effective freight rates for quotes and bidding process. Monitors the production schedule, communicating with the engineering, manufacturing, purchasing, and service departments to ensure customer requirements and on-time delivery are met. Tracks inventory levels to quote accurate lead-times to customers. Provides advice, solutions, mechanical and technical support to customers and M-B field service technicians via the phone, email and/or going to the customer’s location. Follows Engineering instructions and applies the knowledge to complete the requirements of the support task. Reads and understands weld drawings, hydraulic and electrical schematics and then conveys the required information to the end user in a way that is simple to understand to resolve their issues. Provides advice, prepares, and provides parts quotes via email or by phone. Creates spreadsheets to analyze costing per BOM’s to establish current cost and pricing. Reads and understands parts manuals and BOM’s. Prepares and provides recommended spare parts listings for customer stock programs. Works with PIC to identify and obtain replacement parts and part availability. Knowledge/Skills/Abilities: Technical knowledge related to the products or services offered by the company. Excellent communication and interpersonal skills. Patience and empathy when dealing with customers. Education/Experience Requirements: Bachelor's degree in a related field or equivalent work experience. Proven experience in after-sales service or a related field Strong leadership and team management skills Excellent problem-solving and communication skills