Aftermarket Support Supervisor

Koenig Equipment; Botkins (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

Koenig Equipment in Botkins, OH is seeking an Aftermarket Support Supervisor to oversee the service department's administrative operations, manage WIP, and coordinate warranty activities. The role acts as a liaison between customers, technicians, and manufacturers to maximize satisfaction, profitability, and efficiency.

The ideal candidate has at least 3 years of service administration or warranty experience and prior supervisory exposure, preferably within agricultural, construction, or heavy

Qualifications

• Minimum of 3 years of service administration, warranty administration, or dealership service operations experience.
• Prior supervisory or leadership experience preferred.
• Experience in agricultural, construction, heavy equipment, truck, or automotive dealership environments strongly preferred.

Responsibilities

• Oversee the creation, maintenance, review, and closure of service work orders.
• Ensure accuracy of customer information, labor entries, parts usage, technician documentation, and billing details.
• Maintain compliance with dealership and manufacturer standards.
• Support timely and accurate customer invoicing.
• Monitor open work orders to ensure timely repair progression and completion.
• Identify delays, bottlenecks, and process inefficiencies; partner with leadership to meet WIP objectives.
• Supervise warranty claim processing and compliance with manufacturer requirements.
• Communicate warranty decisions and status updates to customers and internal stakeholders.
• Develop and maintain service administration procedures and best practices.
• Lead, coach, and develop service administrative personnel.

Education

Associate degree in Business Administration, Agriculture, Automotive/Diesel Technology, or a related field

Job description

Since 1904, Koenig Equipment has been family-owned and setting the standards for the Agriculture, Lawn & Garden, and Construction industries. Our core values of Customer Service, Courage, Learning, Ownership, and Trust support our mission of being the preferred choice of customers, employees, and manufacturers alike. Our reputation of superior Customer support has enabled growth, reinvestment, new and challenging jobs, and shareholder value for over four generations. Koenig is currently searching for an Aftermarket Support Supervisor based out of the Shared Resource Center in Botkins, OH.

Position Summary

The Aftermarket Support Supervisor oversees the administrative operations of the Service Department, ensuring efficient work order processing, effective management of work-in-process (WIP), accurate warranty administration, and clear communication throughout the repair process. This role serves as a key liaison between customers, technicians, service leadership, and manufacturers to maximize customer satisfaction, service profitability, and operational efficiency.

Key Performance Indicators

• Warranty Recovery
• Warranty Policy Compliance
• Aged WIP Reduction

Primary Responsibilities

Service Administration

• Oversee the creation, maintenance, review, and closure of service work orders.
• Ensure accuracy of customer information, labor entries, parts usage, technician documentation, and billing details.
• Maintain compliance with dealership and manufacturer standards.
• Support timely and accurate customer invoicing.

Work-in-Process (WIP) Management

• Monitor open work orders to ensure timely repair progression and completion.
• Identify and address delays, bottlenecks, and process inefficiencies.
• Partner with service leadership to achieve WIP objectives.
• Ensure labor, parts, and sublet costs are properly documented and reported.
• Provide regular WIP analysis to improve efficiency and cash flow.

Warranty Administration

• Supervise warranty claim processing and compliance with manufacturer requirements.
• Review warranty documentation for accuracy and completeness.
• Improve claim recovery rates and resolve rejected or pending claims.
• Support warranty audits and manufacturer reviews.
• Communicate warranty decisions and status updates to customers and internal stakeholders.

Process Improvement & Leadership

• Develop and maintain service administration procedures and best practices.
• Monitor key service metrics, including cycle time, WIP levels, warranty recovery, and customer satisfaction.
• Drive continuous improvement in efficiency, documentation quality, and communication.
• Lead, coach, and develop service administrative personnel.
• Establish performance expectations and provide training in work order management, warranty processes, and customer service.

Qualifications

Education

• Associate degree in Business Administration, Agriculture, Automotive/Diesel Technology, or a related field preferred.
• Equivalent experience may be considered.

Experience

• Minimum of 3 years of service administration, warranty administration, or dealership service operations experience.
• Prior supervisory or leadership experience preferred.
• Experience in agricultural, construction, heavy equipment, truck, or automotive dealership environments strongly preferred.