Aftermarket Manager

Hutson, Inc•Williamsburg, MI

1d•Onsite

About The Position

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.

Requirements

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.
Valid Driver’s License required.

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.