Aftersales Manager

YER USA; Fort Lauderdale (FL); On-site; USD 110,000 - 190,000; Full time

Job summary

YER USA is seeking a Service & Aftersales Manager for North America, based in Fort Lauderdale. You will lead aftermarket, technical service, warranty, parts, and customer support to build a best-in-class experience while growing a profitable service business.

You will bridge customers, distributors, operations, and engineering to ensure rapid issue resolution, high equipment uptime, and lasting satisfaction. Minimal travel is expected.

Qualifications

• 5+ to 10+ years in Customer Service Management or Aftermarket Operations.
• Experience in industrial products, equipment, or fluid handling sectors.
• Experience working with distributors, retailers, national accounts, and service teams.

Responsibilities

• Develop and execute the North American aftermarket and service strategy.
• Establish customer service standards, KPIs, and response targets.
• Lead technical support, warranty administration, field service coordination, and spare parts operations; manage a team of three CSR.
• Drive continuous improvement in customer satisfaction and service efficiency.
• Provide escalation support for critical customer issues.
• Ensure timely resolution of product, installation, and operational concerns.
• Work with engineering to identify recurring quality issues and corrective actions.

Job description

This company is the North American subsidiary of a global leader in fluid handling solutions for fuel transfer, DEF (Diesel Exhaust Fluid), and fluid management systems. Based in Fort Lauderdale, the company is recognized as a market leader in DEF dispensing solutions.

The role:

The Service & Aftersales Manager will lead all aftermarket, technical service, warranty, parts, and customer support activities across North America. This role is responsible for building a best-in-class customer experience while creating a profitable aftermarket business through service programs, spare parts sales, technical support, training, and distributor service partnerships.

The candidate:

The successful candidate will serve as the primary bridge between customers, distributors, operations, and engineering, ensuring rapid issue resolution, high equipment uptime, and long-term customer satisfaction. He/she possesses strong customer service skills. He is highly customer-centric

The responsibilities:

• Develop and execute the North American aftermarket and service strategy.
• Establish customer service standards, KPIs, and customer response targets.
• Lead technical support, warranty administration, field service coordination, and spare parts operations. Manage a team of three Customer Service Representatives.
• Drive continuous improvement in customer satisfaction and service efficiency.
• Provide escalation support for critical customer issues.
• Ensure timely resolution of product, installation, and operational concerns.
• Work closely with engineering teams to identify recurring quality issues and corrective actions.

Warranty & Quality Management

• Manage warranty claims and root-cause analysis.
• Monitor warranty cost trends and establish corrective action plans.

Parts & Aftermarket Growth

• Develop strategies to increase:
• Spare parts revenue
• Service contract revenue
• Technical training revenue
• Extended warranty programs
• Create programs that drive recurring aftermarket sales.
• Partner with sales teams to expand service opportunities within the installed customer base.

Training

• Create and deliver product training programs.
• Train distributors, service technicians, sales personnel, and customers.

Qualifications & Experience

• Five to ten + years of experience in: Customer Service Management, Customer Success, Aftermarket Operations, Commercial Operations, Account Support, Order Management.
• Experience in industrial products, equipment, manufacturing, distribution, automotive, fluid handling, or related sectors.
• Experience working with: Distributors, Retailers, National accounts, Customer support teams
• Minimal traveling.

Why Join This Company?

• Opportunity to shape the growth strategy of a global brand in the Americas.
• Work in a dynamic environment with a clear vision for innovation and market leadership.
• Competitive compensation package with performance incentives.