Aftermarket Operations Director

Butler Machinery Company • Fargo, ND

3d • Onsite

About The Position

The Aftermarket Operations Director provides strategic leadership for Butler Machinery's Service Operations, Warranty, and Technical Services functions. The role drives operational excellence and continuous improvement, strengthens manufacturer partnerships, and enhances the performance of the Parts and Service organizations. It contributes to exceptional customer experiences and the long-term growth of the business.

The Director leads the Corporate Service Support teams, including Technical Communicators, Warranty, and Service Operations, and provides operational direction in support of Parts and Service performance, customer satisfaction, and aftermarket growth. The position collaborates with branch and executive leadership and manufacturer partners, develops operational strategies and processes, analyzes performance metrics, supports aftermarket pricing and business decisions, and leads manufacturer excellence programs and strategic initiatives.

The role also includes team leadership and supervisory responsibilities: assigning and communicating priorities, supporting career development and training, monitoring performance standards, conducting reviews, and providing timely feedback. The Director works within and promotes Butler Machinery's vision, mission, and values, and performs other duties as assigned.

Requirements

• Bachelor's degree in a business-related field preferred, or an equivalent combination of experience, training, and/or education.
• At least 3 years of service, parts, sales, or rental management experience, or equivalent industry experience.
• Experience leading, developing, and mentoring high-performing teams.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong organizational skills and the ability to manage multiple priorities and initiatives.
• Proficiency with Microsoft Office and business reporting systems.
• Ability to lead, coach, and develop others.
• Collaborative approach and strong business partnering mindset.
• Ability to analyze data, identify trends, and translate insights into actionable business strategies.
• Ability to navigate ambiguity, resolve complex challenges, and drive change in a fast-paced environment.

Nice To Haves

• Experience in the construction, agriculture, heavy equipment, or dealership industries.
• Experience working with manufacturer programs, warranty administration, and product support operations.
• Experience using operational, financial, and customer satisfaction metrics to drive business performance.
• Continuous improvement mindset focused on efficiency, process optimization, and long-term business growth.

Responsibilities

• Lead and develop Corporate Service Support teams, including Technical Communicators, Warranty, and Service Operations.
• Provide strategic leadership and operational direction to support Parts and Service performance, customer satisfaction, and continuous improvement.
• Collaborate with branch leadership, executive leadership, and manufacturer partners to identify opportunities, resolve challenges, and improve business performance.
• Develop and implement operational strategies, programs, and processes that support organizational goals and aftermarket growth initiatives.
• Monitor and analyze operational, financial, customer satisfaction, and supplier performance metrics; identify trends and recommend improvements.
• Support pricing strategies and business decisions related to labor rates, service programs, contracts, and other aftermarket offerings.
• Partner with Caterpillar, AGCO, and other vendor representatives on warranty recovery, service excellence, product performance improvement, and new program implementation.
• Lead manufacturer excellence programs and strategic aftermarket initiatives, including performance monitoring and reporting.
• Coach and manage team performance while fostering accountability, engagement, and continuous development.
• Support cross-functional projects and organizational initiatives that advance operational efficiency, customer experience, and business growth.
• Organize, communicate, and delegate responsibilities and priorities to subordinates.
• Encourage and monitor employee career development, providing technical training, coaching, and expertise as needed.
• Ensure compliance with employee performance standards through coaching, counseling, and performance reviews at least annually.
• Provide regular, timely feedback that recognizes performance, motivates employees, and promotes self-development.
• Work within and promote the company's vision, mission, and values.
• Perform other duties as assigned.

Benefits

• 10% annual retirement employer contribution, with an additional 5% discretionary employer contribution; the position description also specifies a guaranteed 10% company pension contribution plus up to 5% discretionary contributions annually once eligibility requirements are met, without requiring employee contributions.
• Eligibility for the Bonus Incentive Plan.
• Health insurance with three plan options.
• Health Savings Account with employer contributions up to $1,300 per year.
• Dependent Care Flexible Spending Account.
• Dental insurance with two plan options.
• Vision insurance.
• Basic Life/AD&D and supplemental life insurance.
• Employer-paid short-term disability coverage at 60% of base pay or salary.
• Long-term disability coverage.
• Maternity and paternity benefits.
• Holidays.
• Paid Time Off (PTO).
• 401(k) plan.
• Employee Assistance Program, including health coaching.
• SmartDollar employer-paid financial planning program.
• Legal Shield/ID Shield products.
• Voluntary benefit options, including cancer insurance, accident insurance, and hospitalization coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Director