EVI NE-Operations Manager - Parts & Warranty

Job Description

Job Description

Summary:

The Northeast Operations Manager - Parts & Warranty - is responsible for the leadership, performance, and continuous improvement of Parts and Warranty operations across the Northeast region. This role oversees inventory management, purchasing, parts sales support, warranty administration, warehouse processes, and customer service activities while ensuring operational efficiency, profitability, and exceptional customer satisfaction. 

This position directly manages Parts Associates and related parts personnel while partnering closely with Service, Installation, Sales, Finance, and Operations teams to ensure timely parts availability, effective warranty recovery, and best-in-class customer experience. 

Key Responsibilities:

Leadership & Team Management 

• Lead, develop, and manage Parts Associates and inventory personnel across the Northeast region. 
• Establish performance expectations, provide coaching, and support employee development. 
• Foster a culture focused on customer service, accountability, teamwork, and continuous improvement. 
• Ensure appropriate staffing levels and effective workload distribution. 

 

Parts Operations & Inventory Management 

• Oversee daily parts operations including purchasing, receiving, inventory control, shipping, returns, and order fulfillment. 
• Maintain inventory accuracy through cycle counts, physical inventories, and reconciliation processes. 
• Monitor inventory levels, turns, backorders, and obsolete inventory. 
• Develop and implement processes that improve efficiency, profitability, and customer service. 
• Ensure inventory records accurately reconcile with company financial records. 

 

Warranty Administration 

• Manage all manufacturers and vendor warranty claims for the Northeast region. 
• Ensure claims are submitted accurately, completely, and within required deadlines. 
• Track claim approvals, denials, reimbursements, and outstanding balances. 
• Partner with service personnel to collect supporting documentation and ensure compliance with manufacturer requirements. 
• Resolve warranty disputes and maximize warranty recovery opportunities. 
• Maintain reporting and analytics related to warranty performance. 

Service & Operations Partnership 

• Collaborate closely with Service leadership to ensure technicians have timely access to required parts and resources. 
• Support truck inventory programs and technician inventory controls. 
• Participate in operational planning, project startup meetings, and continuous improvement initiatives. 
• Assist with customer issue resolution involving parts availability and warranty matters. 
• Promote effective communication and collaboration between Parts, Service, Sales, and Installation teams. 

Financial & Operational Performance 

• Monitor departmental profitability, margins, inventory investment, and operating expenses. 
• Develop and maintain operational reports, KPIs, and dashboards. 
• Support month-end reporting and inventory-related financial requirements. 
• Identify opportunities to reduce costs and improve operational performance. 

Systems & Process Improvement 

• Champion process improvements and best practices across Parts and Warranty operations. 
• Support the implementation, enhancement, and utilization of ERP, CRM, inventory, and reporting systems. 
• Maintain data integrity and reporting accuracy. 
• Drive adoption of standardized procedures and operational controls. 

Qualifications 

• 5+ years of experience in parts operations, inventory management, distribution, service support, or related operational leadership roles. 
• Prior supervisory or management experience required. 
• Strong understanding of inventory control, purchasing, and warehouse operations. 
• Experience managing warranty claims and manufacturer reimbursement programs preferred. 
• Strong analytical, organizational, and problem-solving skills. 
• Excellent communication and customer service abilities. 
• Proficiency in Microsoft Office applications, particularly Excel. 
• Experience with Sage 100, Salesforce, or similar ERP/CRM platforms preferred. 
• Ability to effectively collaborate across multiple departments and locations. 

Physical & Work Requirements 

• Ability to sit, stand, and work at a computer for extended periods. 
• Ability to communicate effectively with customers, employees, vendors, and manufacturers. 
• Occasional ability to lift and move parts and materials up to 25 pounds. 
• Occasional travel to branch locations, customer sites, training events, and manufacturer facilities. 
• Primarily office and warehouse environment with periodic visits to customer locations and operational facilities.