Customer Success - Parts & Accessories Manage

Job Description

Job Description

COMPANY OVERVIEW:

Founded in 1953 Avtron has a long history of manufacturing market leading power test solutions. Now with a global footprint and sales into some of the largest industrial projects, Avtron will continue to push the envelope of what’s possible in the electrical test environment. Avtron Power Solutions manufacture and distribute market leading load bank solutions for mission critical applications. We have the largest portfolio in the industry and can meet the highest load testing standards with our intelligent SIGMA load bank control system.

POSITION SUMMARY: 

We are seeking a strategic and highly organized Manager -Parts and Accessories Manager - to lead the commercial operations of our spare parts and accessories business. This critical leadership role is responsible for managing the full end-to-end process—from quoting and order entry through to fulfillment—while driving process efficiency, revenue growth, and customer satisfaction. The manager will oversee the Quote and Order Entry Support Team and collaborate closely with Customer Success to ensure timely, accurate, and professional communication with customers. This is an on-site position based at our Valley View (Cleveland), Ohio office and plays a key role in delivering exceptional post-sale support and enhancing the overall customer experience.

DUTIES AND RESPONSIBILITIES: 

• Commercial Ownership: Take full commercial ownership of the spare parts line, including pricing strategy, quote accuracy, margin management, and customer experience.
• Sales Growth & Marketing Support:Identifyand execute opportunities to increase parts andaccessoriessales through lifecycle programs, upselling strategies, and customer outreach. Collaborate with Marketing to develop promotional materials, catalogs, and content that support sales efforts.
• Process Improvement: Lead initiatives to streamline and enhance the spare parts workflow—quote-to-cash—improving turnaround times, accuracy, and internal efficiency.
• Reporting & Insights:Track and report on key performance indicators (KPIs) such as quote turnaround, order accuracy, revenue, backlog, and customer fulfillment metrics. Gather internal and external feedback to inform product planning and strategic decision-making.
• Customer Escalations: Act as the point of escalation for complex or high-value spare parts issues, coordinating with Engineering, Production, and Logistics as needed.

• Order Management: Oversee the spare parts quoting and order process, ensuring accuracy, on-time fulfillment, and excellent customer communication.
• Cross-Functional Coordination: Collaborate with Customer Success Agents to provide real-time updates on spare parts order status, lead times, and delivery timelines.
• Inventory & Forecast Coordination: Partner with Operations and Supply Chain to align parts demand planning, inventory levels, and lead time management.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in business, Operations, Engineering, or related field
• 5+ years of experience in aftermarket sales, parts management, or customeroperations,preferably in manufacturing or industrial environments
• Proven leadership experience, with direct reports in commercial or operations roles
• Strong knowledge of ERP systems (e.g., SAP, Oracle) and CRM tools (e.g., Salesforce)
• Excellent communication, organizational, and analytical skills
• Track recordof driving process improvement and sales growth in a fast-paced environment 

EDUCATION, SKILLS AND EXPERIENCE: 

Education:

• Bachelor’s Degree from an accredited college or university in a relevant field or equivalent level of experience is preferred

Skills

• Creative problem-solver with outstanding customer service skills

• Strong verbal and written communication skills
• Excellent organizational and time management skills
• Team player who works well individually, as well as part of a team

Experience

• 2-4 yearsof experience in onboarding, customer support, or customer success—ideally in a manufacturing or technical product environment

COMPUTER SKILLS:

• Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
• Experience using SAP and CRMs systems a plus