Head of Aftermarket Growth & Customer Support

LHH; Texas; On-site; USD 175,000 - 200,000; Full time

Job summary

The Vice President, Aftermarket Operations & Customer Support in Dallas–Fort Worth, TX, leads post-sale parts, distribution, and product support for a global industrial equipment manufacturer. This onsite, full-time role reports to the CEO and shapes the aftermarket strategy, builds leadership benches, and drives customer satisfaction.

Responsibilities include growing parts revenue, optimizing pricing and margins, and partnering with engineering, supply chain, and sales to resolve field issues

Qualifications

• Senior leadership experience overseeing aftermarket parts, distribution, and customer or product support operations.
• Experience supporting dealer networks and warranty programs.
• Proven success improving aftermarket revenue, profitability, or service outcomes.
• Strong financial acumen across revenue, gross margin, inventory, and capital planning.
• Bachelor’s degree in Business Administration, Supply Chain, Operations, Engineering, or related field.

Responsibilities

• Lead aftermarket parts sales, distribution, warranty administration, technical service, field support, training, and publications.
• Develop strategies to grow parts revenue, improve pricing and margins, strengthen dealer participation, and increase customer retention.
• Oversee parts distribution operations, including safety, capacity, productivity, order accuracy, inventory accuracy, fill rates, backorders, and shipping performance.
• Establish consistent processes for prioritizing, escalating, resolving, and documenting dealer and customer issues.
• Partner with engineering, quality, manufacturing, supply chain, and sales to resolve field issues and prevent recurring failures.
• Strengthen dealer service capabilities through technical training, diagnostic resources, parts availability, and current service information.
• Improve warranty policies, claim processing, controls, communication, and resolution times.
• Lead distribution facility and network improvements involving layout, technology, automation, capacity, and business continuity.
• Establish performance dashboards and operating reviews covering aftermarket growth, service levels, inventory, warranty, and customer satisfaction.
• Own annual operating plans, budgets, staffing plans, capital requests, and financial performance across assigned functions.
• Develop functional leaders, succession plans, cross-training programs, and clear accountability throughout the organization.
• Represent aftermarket and customer support priorities in executive planning, product launches, and cross-functional initiatives.

Skills

Senior leadership

Aftermarket ops

Dealers network

Cross-functional

Financial acumen

Problem solving

Communication

Leadership development

Strategic planning

Education

Bachelor’s degree

Tools

Analytics tools

Job description

The Vice President, Aftermarket Operations & Customer Support in Dallas–Fort Worth, TX, leads post-sale parts, distribution, and product support for a global industrial equipment manufacturer. This onsite, full-time role reports to the CEO and shapes the aftermarket strategy, builds leadership benches, and drives customer satisfaction.

Responsibilities include growing parts revenue, optimizing pricing and margins, and partnering with engineering, supply chain, and sales to resolve field issues