Senior Manager, Industrial Parts & Aftersales

Generac Power Systems • Sussex, WI

76d

About The Position

The Senior Manager Industrial Parts and Aftersales is responsible for the management and performance of the Aftermarket Parts Specialists and Coordinator teams, working cross functionally to maintain effective processes, customer service performance metrics, and removing roadblocks to achieving team and department goals. This position is responsible for parts and aftersales’ technical support provided to our Industrial dealers, developing new and maintaining existing aftersales programs, and challenging our Industrial dealers to grow their aftersales revenue and market penetration. They are responsible for driving a high-level customer experience that relays Generac’s company values in the power generation industry.

Requirements

• Bachelor’s Degree or equivalent experience
• 7 years of parts or equipment support experience
• 5 years of leadership experience, preferably in a service environment
• Ability to succeed in driving results and urgency in a fast-paced, constantly changing environment, as well as issue resolution with quick thinking and decisive action
• Effective time management skills with the ability to handle shifting workloads and priorities
• High proficiency in Microsoft Office Suite (e.g., Word, Excel, Outlook), using customer portals, and creating reports using queries
• Excellent verbal and written communication skills
• Ability to work independently or in a group setting with a high attention to detail
• Strong attention to detail and analytical skills, with exceptional communication/interpersonal skills

Nice To Haves

• Experience with reciprocating engine or power generation equipment
• Experience working in a matrix style environment or manufacturing operations
• Experience using lean/continuous improvement methods
• Experience using SAP or equivalent ERP

Responsibilities

• Lead the team of Aftermarket Parts Specialists that provide telephone and email case management support of Industrial dealer parts questions and orders, driving the team to achieve established performance metrics in Genesys, PowerBI and Salesforce.
• Identify, develop and implement innovative after-sale tools, programs and services that increase revenue and drive customer loyalty & increased dealer walletshare.
• Provide leadership and direction to the Parts Coordinators on special projects, programs’ development and maintenance, as well as any special projects required by management which may be cross-functional with Mobile or data centers.
• Manage supplier relationships for aftermarket products with Global Sourcing, including working through obsolescence and product lifecycle challenges.
• Designs and directs the work of the functional area. Selects, coaches and develops the team, setting objectives that align with company strategy to inspire and motivate the team. Manages organizational talent through performance management, succession planning and development. Designs and directs processes by which team and individual performance are recognized, feedback is consistently delivered and performance is systematically improved.
• Establish and oversee the Industrial dealer aftersales and parts support activities by specifying requirements, ensuring compliance and advising on service provider agreements.
• Drive dealer metrics and report outs.

What This Job Offers

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