After Sales Support Manager

Job Description

Job Description

Description:

International Drilling Equipment is seeking an After Sales Support Manager to join our team.

The After Sales Support Manager plays a crucial role Overseeing all daily duties of the mechanics, shop helpers, and the parts department representative, ensuring efficient scheduling, workload balance, and accountability across all areas.

IDE provides high-quality foundation equipment and drill rigs, backed up by client education and ongoing equipment servicing. We are a growing, family-owned business that prides itself on attracting and retaining the best people in the foundation drilling industry. Whether your specialty is equipment sales, equipment service and maintenance, management, or administration, we want to help you achieve success with IDE. Our people and our company are as dependable as our foundation drilling equipment. At IDE, we drill deeper and work harder.

Our Mission: We consistently deliver the best products and find smart solutions for every customer, working to support a smarter, safer, and more efficient industry as a whole.

Our values: We set the PACE. Performance ~ Adaptability ~Customer Centric ~ Expertise

Operational Leadership & Planning

• Oversee all daily duties of the mechanics, shop helpers, and the parts department representative, ensuring efficient scheduling, workload balance, and accountability across all areas.
• Coordinate field service requests for the Northeast territory ensuring mechanics have the information, equipment, and parts needed for on-time completion.
• Monitor and report KPIs for repair turnaround time, equipment readiness, parts operations, labor utilization, safety, and cost efficiency.

Staff Management & Development

• Lead, mentor, and evaluate employees, fostering a culture of safety, accountability, and continuous improvement.
• Identify training needs and coordinate technical and safety training for mechanics and support staff.
• Manage staffing levels to balance labor efficiency with workload demands.

Cross-Department Collaboration

• Collaborate with the IDE Sales team to prioritize repairs for company owned and customer-owned equipment.
• Coordinate with IDE NC Parts Department to ensure parts availability for shop and field repairs, minimizing downtime.

Process Improvement & Compliance

• Standardize shop workflows and implement best practices for scheduling, documentation, and quality control.
• Monitor and enforce safety protocols, PPE usage, and OSHA compliance in shop, yard, and warehouse areas.
• Lead initiatives to improve operational efficiency, reduce costs, and enhance customer satisfaction.

Required Skills & Qualifications

• Proven leadership in after sales service management, preferably in heavy equipment, construction, or related industries.
• Strong analytical skills to interpret operational and financial data for decision-making.
• Excellent communication skills with the ability to collaborate across departments and present information to leadership.
• Proficiency in ERP systems, Microsoft Office Suite, and scheduling tools.
• Ability to work in a fast-paced environment supporting multiple locations and priorities.

Education & Experience

• Bachelor’s degree in Business Management, or related field required; equivalent experience in service management may be considered in place of a degree.
• Minimum 5 years of progressive experience in service management, with at least 2 years in a supervisory role.
• Experience managing shop operations, field service coordination, or similar environments preferred.

Performance Metrics

• Equipment Readiness Rate – Percentage of equipment ready for lease/sale on schedule.
• Repair Turnaround Time – Average time from job start to completion for shop and field repairs.
• Labor Utilization – Ratio of productive labor hours vs. available hours.
• Safety Compliance – Number of incidents, adherence to PPE and OSHA regulations.

Work Hours and Environment:

• Working hours are M-F 9am to 5:30pm
• Work Environment is an office that is air-conditioned/heated according to the season
• This position reports to the Nazareth, PA, location

Benefits:

IDE offers a competitive benefits package for full-time employees. You will be eligible to enroll after 90 days of employment. This package includes health/vision/dental insurance, 401K with matching, and paid company holidays and paid PTO/sick time. More information about our benefits will be provided in the offer letter.

IDE does not ask for processing fees or payments of any kind. Additionally, we will not ask for personal information (e.g., SSN or bank information) before the hiring is confirmed and an offer letter is signed.

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