After Sales Service Manager

Volm Companies•Antigo, WI

41d

About The Position

The After Sales Service Manager leads and grows the aftermarket segment of the Equipment Division, managing technical service delivery, preventative and proactive service programs, service contracts, spare parts strategy, and customer support initiatives post-installation. This role ensures customer satisfaction, drives revenue through repeat business and value-added service offerings, and supports the long-term success of equipment installations. The manager works closely with the PMO Manager to transition projects into the warranty phase and maintain service continuity. As Volm is a distributor of equipment from international OEMs, this role requires close collaboration with global suppliers to develop and execute service strategies that meet the needs of North American clients while supporting Volm’s business objectives and vendor relationships.

Requirements

Strong leadership and management skills with the ability to mentor and develop teams.
Excellent communication, negotiation, and customer service skills, including cross-cultural and cross-time zone collaboration.
Ability to plan, organize, and oversee multiple projects and service programs simultaneously.
Analytical, problem-solving, and decision-making skills.
Commitment to safety, compliance, and customer satisfaction.
Proficiency in CRM and service management systems
Knowledge of engineering, business, and sales principles normally acquired through completion of a bachelor’s degree in Engineering, Business, Sales, or a related field, and/or equivalent work experience.
Minimum of 5 years of experience in technical service, after-sales support, or equipment maintenance.
Proven leadership experience with a track record of growing sales and service teams.

Nice To Haves

Experience managing international vendor relationships and cross-border logistics, preferred.
Knowledge of equipment lifecycle, warranty management, and spare parts logistics, preferred.

Responsibilities

Develop and implement strategic plans to grow aftermarket sales, including parts, service agreements, upgrades, and preventative service initiatives designed to increase equipment uptime and generate incremental revenue for the department.
Design and execute a spare parts strategy that ensures availability, responsiveness, and profitability, in alignment with Volm’s business goals and vendor expectations.
Manage service contracts tailored to customer needs and equipment lifecycle, contributing to recurring revenue streams.
Lead customer follow-up efforts post-installation to resolve issues, gather feedback, and identify upsell opportunities.
Collaborate with purchasing, field service, and international OEM partners to align offerings with customer needs and supplier capabilities.
Coordinate with the PMO Manager to assume responsibility for projects at the start of the warranty period and ensure seamless service handoff.
Oversee CRM usage and ensure consistent follow-up and documentation.
Manage service documentation, reporting, and compliance with safety, quality, and regulatory standards.
Provide regular updates to senior leadership on sales performance, customer feedback, and market trends.
Analyze contract renewals, pricing strategies, and promotional campaigns.
Track service metrics and customer satisfaction indicators to inform strategic decisions.
Build and maintain effective working relationships with international OEM suppliers, coordinating service expectations, parts availability, and warranty support.
Promote a culture of accountability, customer focus, and continuous improvement.