Director - Aftermarket Operations

Oshkosh•Hagerstown, PA

About The Position

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world. The Director – Aftermarket Operations provides strategic leadership for JLG’s aftermarket business, aligning lifecycle support, reset programs, and service operations with enterprise goals. This role combines responsibility for traditional aftermarket functions—such as warranty, technical support, training, customer service, and logistics—with oversight of multi-site reset and certification operations that deliver exceptional quality, consistency, and customer value. The Director drives operational excellence, ensures cross-functional alignment, and fosters a culture focused on safety, efficiency, and continuous improvement, strengthening JLG’s position as an industry leader in lifecycle solutions. YOUR IMPACT These duties are not meant to be all-inclusive, and other duties may be assigned:

Requirements

Bachelor’s degree in business, engineering, or related field with 10+ years of experience in aftermarket sales, service, or product support; or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
Ability to travel up to 70%, this is highly dependent on business cycle and needs.

Nice To Haves

Four (4) or more years of experience in aftermarket operations, reset/refurbishment programs, or multi-site manufacturing leadership.
Demonstrated experience leading leaders and managing performance across production and non-production functional areas.
Strong background in continuous improvement, lean principles, or operational excellence methodologies.
Business-to-business (B2B) experience in a manufacturing or industrial equipment environment.
Experience managing large-scale programs, cross-functional initiatives, or capital-intensive operational projects.
Master’s degree preferred.

Responsibilities

Strategic & Operational Leadership Lead cross-functional aftermarket teams—including parts distribution, technical support, warranty, service operations, and reset facilities—to optimize performance, standardize processes, and elevate customer experience.
Provide leadership and guidance for multiple reset production facilities, establishing consistent manufacturing objectives, workflows, and quality standards that support on-time production and certification goals.
Develop and implement strategies to grow aftermarket revenue while enhancing operational efficiency, serviceability, and lifecycle value.
Program, Process & Performance Management Drive continuous improvement across all aftermarket and reset operations through the application of lean principles, process optimization, and effective performance management.
Design and oversee work plans, resource allocation, and capital investment recommendations to support long-term aftermarket and operations strategy.
Monitor customer feedback and industry trends to identify opportunities for improved service offerings and operational enhancements.
People Leadership & Talent Development Lead and develop leaders across manufacturing and non-manufacturing functions (e.g., HR, Safety) within reset operations, ensuring accountability, capability building, and a culture grounded in safety and operational discipline.
Partner with Operations and cross-functional peers to identify, select, and develop talent for critical aftermarket and reset roles; support career development and succession planning.
Customer, Dealer & Stakeholder Engagement Build and maintain strong relationships with customers, dealers, and segment leadership through consistent communication, facility engagement, and operational transparency.
Represent the company at industry events and customer forums to reinforce brand leadership and aftermarket value propositions.
Collaborate closely with product development to enhance equipment serviceability, maintainability, and aftermarket support integration.
Financial, Compliance & Business Management Oversee budget planning and financial forecasting for aftermarket operations, including parts distribution, service programs, and reset facility performance.
Ensure compliance with corporate policies, safety regulations, and operational standards across all aftermarket and reset operations.
Develop pricing strategies, promotions, and marketing initiatives to support aftermarket sales and profitability targets.