Director of Aftermarket Solutions

At TransChicago Truck Group, we keep the trucks and people that power our economy rolling. We’re a full-service commercial truck dealership representing Freightliner and Western Star by providing sales, service, and parts for the trucks that keep goods on the road. We’re a family-owned, fast-growing dealership group that values curiosity, teamwork, and growth. If you’re the kind of person who likes to learn by doing and see the impact of your work every day, you’ve found the right spot.



 

The Director of Aftermarket Solutions is responsible for the strategic leadership, operational success, and financial performance of post-sale solutions teams across the organization, including Customer Experience (CX) and administrative support. This role owns the full aftermarket customer lifecycle, ensuring a seamless and consistent experience from vehicle delivery through ongoing service, support, and retention, while establishing standardized processes and measurable performance outcomes across all locations. This role will work cross-functionally with Sales, Service, Parts, and Leasing teams to ensure alignment, accountability, and a differentiated aftermarket value proposition for the organization.

• Develop and execute the organization’s aftermarket strategy, aligning all post-sale functions under a unified vision and positioning aftermarket operations as a key driver of revenue, customer retention, and long-term growth.
• Identify and implement new aftermarket solutions and revenue streams based on market opportunities and customer needs, while collaborating with Truck Sales and Leasing teams to better understand customer expectations and trends.
• Utilize relevant systems, including CRM, Dealer Management System (DMS), and Rigdig, to identify, track, and convert aftermarket sales opportunities and support forecasting, planning, and performance tracking efforts.
• Develop and support a structured post-sale customer lifecycle strategy, including onboarding, training, service engagement, and retention, ensuring consistent and high-quality customer experience across all locations and touch points.
• Build and maintain strong relationships with key and strategic customer accounts while developing proactive engagement strategies that reduce downtime and improve overall customer satisfaction.
• Continuously evaluate workflows and identify opportunities to improve operational efficiency, productivity, and service quality based on internal performance data and external market feedback.
• Monitor and manage key performance indicators across all functional areas, utilizing CRM and reporting tools to track case optimization, warranty opportunities, and service outcomes while driving accountability through data-informed decision-making.
• Lead the adoption and optimization of digital tools and telematics platforms, including Detroit Connect, CRM, and DMS systems, leveraging technology to enhance customer engagement and operational performance.
• Lead the growth and development of national and strategic customer accounts by developing tailored aftermarket solutions and strengthening partnerships through consistent execution and proactive engagement.
• Partner with training leadership to evaluate current training programs and identify opportunities to expand offerings, ensuring alignment between technician development, customer needs, and service capabilities.
• Manage relationships with OEM partners, including DTNA, to maximize training, warranty, and digital opportunities, ensuring all programs are effectively communicated, scheduled, and utilized while maintaining compliance with OEM standards.
• Build, lead, and mentor a cross-functional team including CX and administrative support, while creating a culture of accountability, collaboration, and continuous improvement.
• Conduct market research to identify growth opportunities and provide regular updates to leadership on aftermarket performance, customer trends, and strategic initiatives.
• Perform other duties as assigned.

Education and/or required experience:

• Bachelor’s Degree preferred; High School Diploma, GED, or equivalent required.
• 10+ years of experience in and a deep knowledge of medium- and heavy-duty truck retailing.
• Experience working with and overseeing wide-spanning dealership teams and stakeholders.
• Strong transformational leadership approach, with an ability to drive operational and financial success.
• Customer-focused problem solver with the ability to understand customer needs and provide practical solutions by leveraging available resources or developing bespoke recommendations.
• Excellent oral and written communication skills.

• Compensation: $115,000-$125,000 plus bonus based on performance. Compensation will ultimately be determined based on experience, competencies, certifications and education.
• Benefits:
  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Life and AD&D Insurance
  • Disability Insurance
  • Flexible Spending Account (FSA)
  • 401(k) with company match
  • Paid Time Off (PTO)
  • Paid Sick Time
  • Paid Holidays
  • Additional voluntary benefits: We also offer a variety of other benefits including an Employee Assistance Program (EAP), Accident Coverage, Critical Illness, Cancer Insurance, Pet Insurance, and Identity Theft Insurance