Parts & Remanufacturing Manager

Essential Functions

• Own order fulfillment performance for Parts and Reman — on-time shipment, fill rate, and order accuracy.
• Lead a small fulfillment team; set priorities, manage performance, and remove blockers.
• Manage inventory planning and stocking decisions across both product lines, using ABCD (or equivalent SKU tiering) analysis to prioritize investment.
• Work with internal operations and 3rd-party logistics partners to ensure stocking levels, warehousing, and shipment execution meet customer expectations.
• Diagnose and resolve fulfillment bottlenecks — supplier lead times, stockouts, 3PL performance, shipment exceptions.

Commercial Growth

• Deliver the three core commercial metrics for Parts and Reman: Revenue, Margin, and Bookings.
• Execute the defined commercial growth plan across both product lines and translate it into daily actions, targets, and accountability.
• Conduct pricing assessments and recommend adjustments based on cost, competitive positioning, and margin targets.
• Visit strategic customers and key dealers/distributors as needed to close opportunities, resolve escalations, and support scaling.
• Scale the global dealer and distributor network — onboarding, enablement, and performance management — and serve as the commercial point of contact for strategic customers and key channel partners.
• Oversee the Parts and Reman ecommerce presence, working with internal teams and external partners to drive traffic, conversion, and order volume.
• Manage promotional programs and marketing campaigns through marketing partners, ensuring alignment with inventory availability and margin targets.

Customer Service & Technical Support

• Oversee Customer Service and Technical Support across L1 (front-line case intake, basic Part ID, order entry), L2 (advanced Part ID, application questions, escalated order issues), and L3 (deep technical troubleshooting, engineering interface, complex warranty/reman dispositions).
• Position Customer Service and Technical Support as supporting functions to commercial growth — every case, ticket, and call is treated as a conversion opportunity, a retention opportunity, or a fulfillment risk to be neutralized.
• Drive continuous improvement in case/ticket management — reducing rework, improving Part ID accuracy at point of entry, shortening cycle times from inquiry to shipped order, and converting more inquiries into bookings.