Senior Manager Parts, Customer Care

Crestline Coach Ltd.; Saskatoon; On-site; CAD 110,000 - 170,000; Full time

Benefits offered by this job

Health benefits

RRSP matching

Career development

Job summary

Crestline Coach Ltd. is seeking a Senior Manager, Parts & Customer Care to lead the North American parts business across Crestline, Demers, Braun, and Medix.

The role focuses on growth, inventory strategy, and digital transformation to maximize vehicle uptime across ambulance, bus and specialty vehicles. You will partner with leaders from across Customer Care, Service, Engineering, Supply Chain, Procurement, Finance and IT to deliver a best-in-class aftermarket experience and data-driven

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 7+ years leadership experience in parts management or aftermarket operations.
• 5+ years leading multi-site or geographically dispersed teams.
• Proven success driving growth, improving operations and customer service in B2B.
• Strong knowledge of inventory, forecasting, replenishment, pricing and performance.
• Experience with ERP/CRM and business reporting systems.
• Fluency in English; French is an asset.
• Willingness to travel Canada and the United States.

Responsibilities

• Lead the North American Parts Business Unit across Demers, Braun, Crestline, and Medix.
• Develop strategies that drive sustainable parts sales growth and aftermarket expansion.
• Build commercial programs for fleet customers, dealers, distributors, and service partners.
• Develop pricing strategies, controls, and margin improvement initiatives.
• Lead inventory planning, replenishment, warehousing, and optimization.
• Improve fill rates, inventory accuracy, order fulfillment and response times.
• Ensure exceptional customer support and minimize vehicle downtime.
• Lead budgeting, forecasting and business performance reporting.
• Collaborate with cross-functional teams to improve parts availability and digital initiatives.

Skills

Leadership

Strategic planning

Analytical skills

Business acumen

Education

Bachelor's degree

Equivalent education/experience

Tools

ERP systems

CRM systems

Power BI

Job description

Make a difference, build life-saving ambulances.

Role: Senior Manage Parts, Customer Care

Location: Crestline – Saskatoon, SK | Demers – Beloeil, QC | Braun – Van Wert, OH | Medix – Elkhart, IN

Schedule: Full Time, Monday to Friday 8:00am-4:30pm

At Pulse Vehicles, our Customer Care & Aftermarket team is at the heart of delivering on our promise to support those who serve others. Demers, Braun, Crestline, and Medix each bring a proud history, distinct market presence, and deep customer relationships. Together, our family of brands is united by a shared commitment to safety, service, innovation, and maximizing vehicle uptime for the customers who depend on us every day.

As our organization continues to grow, we are building a unified North American aftermarket business that leverages the strengths of each brand while delivering a consistent, industry-leading customer experience across our ambulance, bus, and specialty vehicle product lines.

We are seeking a Senior Manager Parts, Customer Care to join our Customer Care & Aftermarket leadership team. Based at one of our North American locations—Crestline (Saskatoon, SK), Demers (Beloeil, QC), Braun (Van Wert, OH), or Medix (Elkhart, IN)—this role will lead our North American parts business, driving commercial growth, operational excellence, inventory strategy, and digital transformation while ensuring our customers receive the parts and support they need to keep their vehicles operating safely and efficiently.

Working closely with leaders across Customer Care, Service, Engineering, Supply Chain, Procurement, Finance, Warranty, and IT, you'll play a key role in shaping the future of our aftermarket business and delivering an exceptional customer experience across our family of brands.

Key Responsibilities

• Lead the North American Parts Business Unit across Demers, Braun, Crestline, and Medix, establishing consistent operating standards while supporting the unique strengths of each brand.


• Develop and execute strategies that drive sustainable parts sales growth, profitability, and aftermarket business expansion.


• Build commercial sales programs for fleet customers, dealers, distributors, service partners, and internal service operations.


• Develop pricing strategies, commercial controls, and margin improvement initiatives that maximize business performance.


• Lead inventory planning, replenishment strategies, warehouse operations, and inventory optimization to improve parts availability while balancing working capital.


• Champion operational excellence by improving fill rates, inventory accuracy, order fulfillment, customer response times, and overall service performance.


• Ensure exceptional customer support by leading processes that minimize vehicle downtime and improve customer satisfaction.


• Lead budgeting, forecasting, financial planning, and business performance reporting for the North American Parts Business Unit.


• Partner with Procurement, Supply Chain, Engineering, Service, Warranty, Finance, and IT to improve parts availability and support continuous business improvement.


• Serve as the business lead for e-commerce initiatives, digital parts catalogs, and customer self-service capabilities.


• Develop performance dashboards and key performance indicators that support data-driven decision-making.


• Lead, coach, and develop a high-performing multi-site team while fostering a culture of accountability, collaboration, innovation, and continuous improvement.

Qualifications

As the Senior Manager Parts, Customer Care, you will have:

Technical Skills & Experience

• Bachelor's degree in Business, Supply Chain Management, Operations Management, Engineering, Commerce, or a related discipline. An equivalent combination of education and experience will also be considered.


• Minimum 7 years of progressive leadership experience in parts management, aftermarket operations, supply chain, inventory management, distribution, or a related business.


• Minimum 5 years of leadership experience managing multi-site or geographically dispersed teams.


• Proven success driving business growth, improving operational performance, and delivering exceptional customer service in a business-to-business environment.


• Strong knowledge of inventory management, forecasting, replenishment planning, warehouse operations, pricing strategies, and commercial performance.


• Experience working with ERP, CRM, inventory management, and business reporting systems.


• Strong analytical and financial acumen with advanced Microsoft Excel skills. Experience with Power BI or similar reporting tools is considered an asset.


• Experience within manufacturing, emergency vehicles, commercial vehicles, automotive, transportation, heavy equipment, or related industries is preferred.


• Knowledge of ambulance or bus products and aftermarket operations is considered an asset.


• Fluency in English is required. French language skills are considered a strong asset.


• Ability and willingness to travel throughout Canada and the United States.

Core Competencies

• Strategic business and commercial leadership


• Customer-focused with a commitment to service excellence and vehicle uptime


• Exceptional leadership, coaching, and team development skills


• Strong communication, collaboration, and relationship-building abilities


• Excellent analytical thinking and problem-solving skills


• Results-oriented with a continuous improvement mindset


• Strong organizational and project management capabilities


• High level of accountability, integrity, and professionalism


• Ability to influence and build alignment across multiple brands, locations, and functional teams

WHY CHOOSE CRESTLINE COACH?

Benefits

• A competitive salary with bonus earning potential including a recruitment referral bonus.


• Health benefits including dental, extended health care, long and short-term disability coverage, accident and serious illness insurance, life insurance, and a health spending account.


• A group registered retirement savings plan that has a 4% matching, occupational vision care, employee, and family assistance programs along with a virtual walk-in clinic that provides unlimited healthcare for you and your family.


• Milestone and service awards at five-year increments.


• Access to CUBBI, a discounted food delivery service of fresh meals from local kitchens, and Sutton Smart Perks Discounts for services and discounts from local businesses.


• Career path and career longevity support by approved professional development opportunities and cost reimbursement, including association memberships.

Crestline Coach Ltd. is committed to fair and inclusive hiring. We welcome applicants from all backgrounds and are dedicated to creating a workplace where everyone feels respected and supported. Accommodations are available upon request during any stage of the recruitment process.