Senior Manager, Industrial Parts & Aftersales

Senior Manager Industrial Parts and Aftersales

The Senior Manager Industrial Parts and Aftersales is responsible for the management and performance of the Aftermarket Parts Specialists and Coordinator teams, working cross functionally to maintain effective processes, customer service performance metrics, and removing roadblocks to achieving team and department goals. This position is responsible for parts and aftersales' technical support provided to our Industrial dealers, developing new and maintaining existing aftersales programs, and challenging our Industrial dealers to grow their aftersales revenue and market penetration. They are responsible for driving a high-level customer experience that relays Generac's company values in the power generation industry.

Major Responsibilities

• Lead the team of Aftermarket Parts Specialists that provide telephone and email case management support of Industrial dealer parts questions and orders, driving the team to achieve established performance metrics in Genesys, PowerBI and Salesforce.
• Identify, develop and implement innovative after-sale tools, programs and services that increase revenue and drive customer loyalty & increased dealer walletshare. Provide leadership and direction to the Parts Coordinators on special projects, programs' development and maintenance, as well as any special projects required by management which may be cross-functional with Mobile or data centers.
• Manage supplier relationships for aftermarket products with Global Sourcing, including working through obsolescence and product lifecycle challenges.
• Designs and directs the work of the functional area. Selects, coaches and develops the team, setting objectives that align with company strategy to inspire and motivate the team. Manages organizational talent through performance management, succession planning and development. Designs and directs processes by which team and individual performance are recognized, feedback is consistently delivered and performance is systematically improved.
• Establish and oversee the Industrial dealer aftersales and parts support activities by specifying requirements, ensuring compliance and advising on service provider agreements. Drive dealer metrics and report outs.

Minimum Job Requirements

• Bachelor's Degree or equivalent experience

Certification / License

Work Experience

• 7 years of parts or equipment support experience
• 5 years of leadership experience, preferably in a service environment

Knowledge / Skills / Abilities

• Ability to succeed in driving results and urgency in a fast-paced, constantly changing environment, as well as issue resolution with quick thinking and decisive action
• Effective time management skills with the ability to handle shifting workloads and priorities
• High proficiency in Microsoft Office Suite (e.g., Word, Excel, Outlook), using customer portals, and creating reports using queries
• Excellent verbal and written communication skills
• Ability to work independently or in a group setting with a high attention to detail
• Strong attention to detail and analytical skills, with exceptional communication/interpersonal skills

Preferred Job Requirements

Education

Certification / License

Work Experience

• Experience with reciprocating engine or power generation equipment
• Experience working in a matrix style environment or manufacturing operations

Knowledge / Skills / Abilities

• Experience using lean/continuous improvement methods
• Experience using SAP or equivalent ERP

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."