Aftermarket Service Manager


Summary/Objective 

This position is primarily responsible for leading the AfterMarket Service functions within Holmatro North America. The AfterMarket Service Manager will be accountable for customer experience metrics that include parts order on-time delivery, repair turnaround time, and repair quality. This includes managing the physical operations space, sales and margin, inventory levels, demand forecast and budgets associated with Aftermarket Service. The dealer service training classes will also have oversight from this position, with the Technical Manager reporting into this role.

Essential Functions


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Responsible for establishing Aftermarket segment that includes: 
  • Dedicated physical space in the production plant kept in accordance with 5S standards
  • Leveraging 80/20 to set requirements. SKU rationalization, and minimum levels for service inventory and service sets, in conjunction with AfterMarket Service department in The Netherlands
  • Partnering with finance to segment AfterMarket from a financial statement perspective to clearly understand profitability and opportunities
  • Developing plans for aftermarket sales and promotion (conjunction with sales excellence/marketing)
  • Own updates to AfterMarket price list
  • Establish and report on KPIs for the AfterMarket segment including but not limited to: Customer On-Time Delivery, Customer Complaints, repair turnaround time, inventory dollars and turns, and AfterMarket segment Sales and EBITDA.  
  • Ensure feasibility of and compliance with holistic warranty process for AfterMarket support
  • Revise RMA process to be more efficient and financially accurate. Ensure RMAs are processed on average within 5 working days. Lead the partnership with quality and operations to ensure that RMA data trend analysis is being done, RCCAs are completed, and improvements seen. 
  • Own the AfterMarket strategy for inventory levels, service sets, and support to both Regional Sales Managers, Dealer Partners, and other stakeholders for new products. This includes developing communication and business plans for both support and sales.
  • Conduct Voice of Customer surveys to understand strengths and opportunities to better support Dealer Partners and end users
  • Collaborate with engineering, product management, technical service, and other functions as necessary to develop AfterMarket Technical training manuals, reference library, evaluation procedures, multimedia visual aids, and other materials as necessary
  • Provide product updates, developments, road maps, and relevant communications to sales team, giving input into marketing communications for dealer partners and other external stakeholders.
  • Interface and collaborate with Holland AfterMarket department, Holmatro North America sales team, Holmatro North America and Global Marketing departments and others as needed
  • Lead, grow, and develop team to meet customer, business, and individual performance needs. Conduct a minimum of two (mid-year, end-of-year) performance reviews annually to ensure team is progressing towards those goals. 
  • Assist in creation and review of marketing collateral. Participate in marketing events and community and goodwill events, including, trade shows, Rescue Experience, schools, and others as needed.
  • All other duties as assigned.


Competencies

  • Strong communication skills – Communicates with all levels of organizations appropriately.  Knows when written or verbal dialog is most efficient and effective.
  • Ability to influence – Persuades others in positive ways to see different and varied points of view.  
  • Active listening skills – Gives full attention to what other people are saying, takes time to understand the points being made, asks questions as appropriate, and does not interrupt at inappropriate times.
  • Relationship building – Develops constructive and cooperative working relationships with others, and maintains them over time
  • Social & Cultural Perceptiveness – Is aware of others' reactions and has empathy towards why people may react in certain ways.
  • Negotiation skills – Considers the needs of Holmatro and the customer and brings them together to create solutions that work for all parties.
  • Critical Thinking – Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Teamwork – Knows that things can turn out better when you work as a team.  Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
  • Attention to Detail – Demonstrates accuracy in all matters.  Is timely, precise, and efficient with commercial communication and documentation.  


Work Environment


This job largely operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  At times this position will be required to work in the warehouse and plant floor. 

Physical Demands


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. Long periods of standing may be required for trade shows.

Position Type/Expected Hours of Work


This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m. 

Travel


This position requires 5% travel.  Some of the travel may be on the weekends, and involve international travel. 

Required Education and Experience

  • B.A or B.S. degree in business discipline
    • In lieu of a Bachelor’s degree, a high school diploma and a minimum of 8 years of aftermarket or sales experience will be considered. 
  • Technical knowledge of and/or affinity with hydraulics, mechanics, and other industrial equipment
  • Key Account Management experience
  • Excellent communication skills.  
  • Knowledge of CRM & ERP systems with the ability to review and analyze sales data related to assigned territory, understanding of reporting on items such as Accounts Receivables, Sales History
  • Knowledge of MS Office, including but not limited to; Word, PowerPoint, Excel, Outlook.
  • Minimum of 5 years of professional experience within sales of technical products


AAP/EEO Statement 


Holmatro Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.