AddressWe seek an experienced National Service & Aftermarket Manager who will be responsible for overseeing the service operations of our Client’s Company on a national level. The successful candidate will lead and manage a team of service managers, coordinators, and support staff to ensure efficient and effective delivery of service to customers. In addition, the role involves developing and implementing strategies to optimize service processes, improve customer satisfaction and achieve business objectives.
Bachelor’s degree in business administration, Engineering, or related field (preferred) together with proven experience in service management, with a minimum of 10 years in a leadership role will be looked at favorably.
Primary Duties & Responsibilities
Leadership & Management
- Lead, coach and mentor a team of service managers, technicians, coordinators, and administrative staff.
- Set performance goals and objectives for the service team and provide ongoing feedback and performance evaluations.
- Foster a positive and collaborative work environment that encourages teamwork, innovation, and continuous improvement.
Service Operations Management
- Develop and implement strategies to optimize service across the country.
- Develop and implement service policies, procedures, and standards to ensure consistency and quality across all service operations.
- Coordinate with regional service managers ensuring consistency and adherence to service standards.
- Monitor Key Performance Indicators (KPI’s)
- Oversee scheduling, dispatching and allocation of resources to maximize efficiency and meet customer service level agreements.
Customer Relationship and Aftermarket Management
- Develop and execute aftermarket sales strategies to drive revenue growth.
- Collaborate with sales and marketing teams to identify aftermarket opportunities and develop targeted campaigns.
- Build and maintain strong relationships with key customers, dealers, and service partners.
- Service as the primary point of contact for escalated customer issues ensuring timely resolution to maintain customer satisfaction.
- Establish and maintain strong relationships with key customers, understanding their needs and preferences to deliver personalized service solutions.
- Conduct regular customer satisfaction surveys as required and implement action plans based on feedback to enhance customer experience.
Technical Support & Training
- Provide technical support and guidance to service technicians ensuring they can troubleshoot complex issues and resolve customer concerns.
- Develop and deliver training programs for service staff, ensuring they are equipped with the knowledge and skills required.
- Stay current with industry trends, technology advancements, and best practices in service management.
Budgeting & Finance Management
- Develop and manage the service department budget, including forecasting, expense tracking and variance analysis.
- Identify opportunities to improve profitability and cost-effectiveness through optimization of service processes and resource allocation.
- Collaborate with the finance department ensuring accurate invoicing, billing, and collection of service revenue.
Job Experience Requirements
To be successful in this role, your skills and knowledge will include:
- Professional attitude, high attention to detail and a willingness to learn.
- Strong leadership and team management skills with the ability to motivate and develop a diverse team.
- Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with internal and external stakeholders.
- Solid understanding of service operations, including scheduling, dispatching, and resource management.
- Strong analytical and problem-solving skills with the ability to make data-driven decisions.
- Ability to travel nationally as needed.
Working Relationships
- Collaborate closely with regional service managers to ensure consistency in service delivery, adherence to company standards, and the efficient allocation of resources.
- Maintain open lines of communication to address challenges, share best practices and drive continuous improvement across all regions.
- Collaborate with supply chain and logistics teams to ensure timely availability of parts, equipment, and materials needed for service operations.
- Coordinate with quality assurance and compliance teams to uphold service standards, regulatory requirements, and industry best practices.
Candidates meeting our above selection criteria are encouraged to click the “Apply Now” button and email your updated resume.
Please note: Only shortlisted candidates will be contacted.
