Aftersales Manager North America

Ponsse•Rhinelander, WI

3d•Hybrid

About The Position

As the After Sales Manager at Ponsse, you will be responsible for leading and growing the aftersales business within the country organization. This role ensures customers receive high-quality service and spare parts support with reliability, accountability, and ownership. You will play a key part in building lasting customer relationships by ensuring consistent service performance and a dependable support network, directly contributing to customer satisfaction, loyalty, and business success. As a member of the country management team, you will help drive both business performance and customer experience, bringing the global After Sales strategy to life locally while also shaping a market-specific strategy. You will work closely with your team and partners to build and strengthen the local service network, including service dealers, to deliver on the company's promise to customers. Leadership at Ponsse is grounded in trust, respect, and teamwork. You will lead your team with a hands-on, supportive approach, focusing on developing people, promoting safety and environmental responsibility, and driving quality (ESW) and productivity through continuous improvement. Responsibilities include overseeing workshop operations and managing warranty processes to ensure safe, efficient, and customer-focused operations.

Requirements

A Bachelor’s or Master’s degree in Forestry, Engineering, Business Administration—or equivalent hands-on experience
10+ years of experience in aftersales, service, spare parts, or operations leadership
Proven experience leading teams and managing service-based business operations
Strong commercial mindset and understanding of what drives service business success
A strong people leader who builds trust, supports development, and fosters team success
A customer-first mindset, with a focus on long-term value and partnerships
Confidence and sound judgment when managing complex customer situations
Solid understanding of service operations, tools, and processes
A continuous improvement mindset and a collaborative, team-oriented approach
Strong communication skills, including the ability to read, write, and present information clearly
Fluency in English, Finnish a plus

Nice To Haves

Experience in forestry, heavy equipment, industrial machinery, automotive, or similar industries is a plus

Responsibilities

Lead and manage After Sales operations at the country level
Execute the Company After Sales strategy within local operations and build a localized, market-aligned strategy
Drive service and parts business, including service agreement sales and parts sales to customers and the service network
Oversee workshop and field service operations, both internal and through service dealers
Develop and maintain the local service network, including full-line and service dealers
Support and collaborate closely with global technical support to ensure high-quality customer service
Build strong relationships with key customers in partnership with Sales
Lead stakeholder collaboration, including communication, support, and alignment across functions
Represent country operations in regional and factory-level After Sales forums
Lead After Sales marketing initiatives locally to support growth and customer engagement
Oversee warranty handling and remanufacturing operations (Rhinelander)
Ensure quality and safety standards are met across all After Sales operations
Drive implementation and development of ESW, including acting as the primary contact with the factory
Lead training and competence development for the local After Sales team
Provide strong people leadership, including team development, performance management, and engagement
Travel domestically and internationally as required (approximately 50%)