Aftermarket Manager

Everglades Equipment Group; Loxahatchee Groves (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Everglades Equipment Group is seeking a skilled leader to manage the Service Advisor and Parts Sales teams, driving profitability and customer satisfaction. You will set annual goals, coordinate with regional teams, and implement effective processes to improve service and parts performance.

The role requires 5+ years in service/parts operations, strong communication, and the ability to lead and develop staff while aligning with corporate strategies.

Qualifications

• 5+ years of experience in Service and Parts operations.

Responsibilities

• Create annual goals and budget for Service and Parts.
• Develop Aftermarket sales and marketing plans.
• Lead execution of marketing plan and sales tactics.
• Develop and enforce department processes for customer satisfaction.
• Identify process improvements for service and parts.
• Identify new opportunities and develop actionable plans to grow service and parts sales.
• Identify and improve operational effectiveness of facilities and assets.
• Prepare and analyze Service department reports; use data to drive improvement.
• Recruit, staff, and develop Service Advisors and Techs.
• Resolve work order issues and customer complaints.
• Engage in company-sponsored training to advance knowledge and skills.
• Maintain positive relationships with peers and management to reinforce teamwork.

Skills

Leadership

Communication

Team Management

Customer Service

Data Analysis

Financial Acumen

MS Office

Education

High School Diploma

Tools

Microsoft Office

Job description

Purpose:

Manages Service Advisor and Parts Sales team(s) for the organization to maximize return on investment by optimizing Service and Parts processes to ensure internal and external customer satisfaction. Grows profitable service labor, part sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities:

• Creates annual Service and Parts department goals and budget, in alignment with the organizations financial and operational goals for the locations within their region
• Works with Corporate Managers, Regional Aftermarket Managers and Marketing to develop an Aftermarket sales and marketing plan
• Leads the execution of Aftermarket marketing plan and sales tactics, monitors regularly to ensure achievement of organizational goals
• Develops, communicates, enforces, and monitors effective Service and Parts department processes to ensure internal and external customer satisfaction
• Identify and drive continuous service and parts process improvements
• Identify new opportunities and develop actionable plans grow service and parts sales
• Identify and improve operational effectiveness of facilities, mobile vehicles, other assets
• Prepares and analyzes Service department reports; uses data to help drive improvement and growth
• Manages recruiting, staffing, and employee development activities for Service Advisors, Parts Leads and Techs
• Resource for Service Advisors and Parts Leads to help resolve work order issues and customer complaints
• Proactively seek and participate in available companysponsored training, in an effort to develop and advance knowledge base and skill set
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
• Ensure that companys reputation and image in the community is consistent with company Core Values
• Responsible for delivering high level customer experience
• Work extended hours and weekends as necessary

Experience, Education, Skills and Knowledge:

• 5+ years of experience in Service and Parts department operations
• Ability to use standard desktop load applications such as Microsoft Office and internet based functions
• Strong communication skills with customers and direct reports
• Ability to write and speak effectively to individuals and groups
• Ability to lead teams and hold people accountable
• Familiar with John Deere and competitive products
• Strong understanding of financial principles relative to Service and Parts department operations
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends as needed
• Excellent customer service skills
• High School Diploma or equivalent experience

Success Profile:

Within your region:

• Labor performance of the service locations is 85% or greater
• Service and Parts profitability meets or exceeds the established goals for your region
• Achieves 100% or greater Absorption factor
• Customer experience net promoter score of 80% or greater