After Sales Manager

Summary:

The After Sales Manager leads the Parts, Service, and Warranty functions for the Oxbo Forage Division, with full accountability for aftermarket performance, customer support, and dealer success. This role drives parts and service revenue growth, enhances product support capabilities, and ensures rapid resolution of field issues.

The position serves as a key link between dealers, customers, engineering, and manufacturing—translating field feedback into continuous product and service improvements while developing a high-performing support organization.

Key Responsibilities:

Aftermarket Performance & Strategy

• Drive parts and service revenue growth, margin improvement, and inventory performance
• Establish and monitor KPIs including parts turns, fill rate, service response time, and warranty cost
• Develop and execute aftermarket strategies to improve customer uptime and lifecycle value

Leadership & Team Development

• Lead, coach, and develop Parts, Service, Warranty, and Product Support teams
• Build a culture focused on accountability, responsiveness, and continuous improvement
• Ensure proper staffing, training, and performance management processes

Dealer & Customer Support

• Strengthen dealer service capabilities through training, tools, and technical support
• Act as escalation point for complex field issues and customer concerns
• Ensure consistent, high-quality customer experience across all support touchpoints

Technical Support & Field Issue Resolution

• Provide hands-on troubleshooting support for complex mechanical, hydraulic, and electrical issues
• Analyze recurring failures and implement corrective actions
• Drive root cause resolution in coordination with engineering and manufacturing

Warranty & Quality Improvement

• Manage warranty processes, costs, and claims analysis
• Identify trends and drive corrective actions to reduce warranty expense
• Partner with engineering to feed field data into product improvements

Parts Operations

• Oversee forecasting, pricing, availability, and inventory optimization
• Ensure strong fill rates and efficient inventory turn
• Collaborate with supply chain to improve parts availability and lead times

Documentation & Training

• Oversee development and continuous improvement of service manuals and technical documentation
• Implement training programs for dealers, technicians, and internal teams

Collaboration & Communication

• Maintain strong alignment with Sales, Marketing, Engineering, and Manufacturing
• Communicate field issues, trends, and customer feedback effectively across the organization

Compliance & Safety

• Ensure adherence to safety, quality, and company standards

Skills and Abilities:

• Strong leadership and team development skills
• Excellent communication and stakeholder management abilities
• High mechanical and technical aptitude
• Customer-focused problem-solving mindset
• Strong analytical and decision-making skills
• Ability to manage multiple priorities in a fast-paced environment
• Self-motivated, adaptable, and results-driven

Requirements

  Qualifications:

• Associate’s degree in a technical field required; Bachelor’s degree preferred
• 5+ years of experience in agriculture equipment, heavy equipment, or related industry
• Proven experience in parts, service, warranty, or product support leadership
• Strong knowledge of hydraulic, electrical, and electronic systems
• Experience working with dealer networks and field support environments
• ERP experience related to parts, service, and inventory management
• Experience training or mentoring technicians, dealers, or customers
• Strong organizational, communication, and conflict resolution skills
• Valid driver’s license with insurable record

Direct Reports:  

• Service and Warranty Staff
• Product Support Specialists
• Parts Department Manager

Goals based on but not limited to the following:  

• Parts revenue growth
• After Sales gross margin
• Inventory Turns
• Forecast accuracy
• Obsolescence and excess inventory 
• Warranty cost as % of sales

Physical Requirements:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Use these codes to complete this section: "F" for frequently; "O" for occasionally; "N" for not at all.

Physical Activity

On the job the employee must:

(F) Bend (O) Sit

(F) Squat (F) Stand

(O) Crawl (F) Walk

(O) Climb (F) Push/Pull

(F) Kneel 

(F) Handle objects (manual dexterity)

(F) Reach above shoulder level

(F) Use fine finger movements

(F) Repetitive movement

( ) Other

Must carry/lift loads of:

(F) Light (up to 25lbs.)

(F) Moderate (25-50lbs.)

(O) Heavy (over 50lbs.)

Physical Exposure

On the job the employee:

(F) Is exposed to moderate or excessive (circle) noise

(F) Is around moving machinery

(F) Is exposed to marked changes in temperature and/or humidity

(F) Is exposed to dust

(O) Is exposed to fumes

(O) Drives motorized equipment

(O) Works in confined quarters

(N) Unprotected heights

( ) Other

Physical Ability: Acceptable Minimum

Vision: () Good () Poor () Blind

Color Vision: () Normal () Impaired 

Hearing: () Normal () Moderate Loss () Deaf

Talking/Speech: () Good () Fair () Mute