Sales & Service Support Manager

EFCO Formwork Solutions•Des Moines, IA

20d•Onsite

About The Position

We believe in rising to a challenge, creating a vision, and providing a solution. We believe in dedication, hard work, and a job well done. We believe in superior service, strong relationships and building lasting impressions. Who are we? We are SwapLoader. SwapLoader is committed to offering the finest Hook-lift Hoist System in the industry, resulting in maximum return on investment for the customer. We do this by engineering, designing, manufacturing, supplying, and servicing hook lift products for the vocational truck industry. Our Core Values represent the way we expect to do business with our customers and interact with those people around us in the business community. At SwapLoader, our core values are at the very heart of who we are and what we believe. Quality. Partnership. Ownership. Being Relentless. These 4 Core Values describe very high standards of professional behavior that all SwapLoader employees must seek to achieve. Purpose The Sales & Service Support Manager drives efficiency, alignment, and innovation across SwapLoader’s sales support functions to enhance performance in all regions. By leading sales operations support and optimization, this role improves tools, systems, and business processes to streamline execution of pre- and post-sales activities. Through deep institutional knowledge and cross-functional collaboration, this position ensures sales processes are scalable, strategic, and aligned with SwapLoader’s core values.

Requirements

Education: Bachelor’s degree in business, engineering, operations, or related field.
Experience: 3–5 years of related work experience; previous management experience required.
Leadership: Ability to lead cross-functional teams and drive strategic execution.
Computer Skills: CRM (e.g., Salesforce/HubSpot), ERP/MRP (e.g., Epicor/IFS), Excel, and project tools (Smartsheet/MS Project); knowledge base/document control experience.
Other Requirements: Excellent communication, leadership, and organizational skills; strong judgment, problem-solving, and process planning abilities; must work effectively under pressure and maintain confidentiality; limited travel required.

Responsibilities

Leadership (25%): Create a competitive advantage through people. Maintain a culture where team members are successful in their jobs and SwapLoader’s Core Values and Safety are supported and advanced. Be a catalyst for continuous improvement and excellent execution of processes that positively impact all stakeholders. Actively manage retention and institutional knowledge.
Sales Administration (20%): Standardize quoting, order entry, shipping, invoicing, and handoffs with clear standard operating procedures. Run weekly reports to track backlog, defects, and improvements; maintain a visible action log.
CRM/ERP Governance (20%): Own and maintain the CRM and ERP data structure and data quality, including account and distributor hierarchies, contacts, opportunities, quotes, orders, and warranty cases. Define and enforce standard field definitions and naming conventions. Ensure CRM integrations align with MRP processes.
Warranty / RGA & Knowledge Base Management (15%): Establish workflows; standardize defect/return codes and documentation requirements. Build and curate a searchable knowledge base (troubleshooting trees, install guides, service bulletins, images/videos) with version control and review cadence. Close the loop with Engineering/Production on trends; drive corrective actions and parts/ops updates.
Reporting, Analytics and Cross functional Alignment (10%): Define and publish KPIs: sales funnel visibility, quote volume/aging/win rate, order-entry turnaround/accuracy, warranty/RGA rates. Deliver monthly/quarterly business reviews; automate dashboards and drive actions from insights. Monitor service-parts demand patterns, improvement opportunities and stocking recommendations. Support sales and operations planning by turning funnel data into demand signals for Production; align with MRP parameters and lead-time realities. Help establish a lightweight project framework for cross-functional initiatives touching Sales Ops.
Distributor & Customer Support Tools (10%): Oversee distributor tools (e.g., online service-parts ordering) and calculators/forms for applications and weight distribution requests. Coordinate parts & operations update processes; evaluate off-the-shelf tools where they accelerate accuracy/speed. Partner with Engineering on change management (SCF) to ensure sales docs, portal content, and distributor communications are synchronized. Own dealer portal content and sales document control (templates, price files, configuration guides) with revision history.
Additional duties may be assigned to meet organizational goals and priorities. Duties and responsibilities, as required by business necessity, may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing, to meet organizational goals and priorities.