Regional Aftermarket Manager

About the role

Manages Service Advisor and Parts Sales team(s) to maximize return on investment by optimizing Service and Parts processes, ensuring internal and external customer satisfaction. Grows profitable service labor and part sales while exercising disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities

• Creates annual Service and Parts department goals and budget, aligned with the organization’s financial and operational goals for the locations within their region.
• Works with Corporate Aftermarket Manager, fellow Regional Aftermarket Managers, and Marketing to develop an Aftermarket sales and marketing plan.
• Leads the execution of the Aftermarket marketing plan and sales tactics, monitoring regularly to ensure achievement of organizational goals.
• Develops, communicates, enforces, and monitors effective Service and Parts department processes to ensure internal and external customer satisfaction.
• Identifies and drives continuous service and parts process improvements.
• Identifies new opportunities and develops actionable plans to grow service and parts sales.
• Improves operational effectiveness of facilities, mobile vehicles, and other assets.
• Prepares and analyzes Service department reports; uses data to drive improvement and growth.
• Manages recruiting, staffing, and employee development activities for Service Advisors, Parts Leads, and Technicians.
• Serves as a resource for Service Advisors and Parts Leads to resolve work order issues and customer complaints.
• Proactively seeks and participates in company-sponsored training to develop and advance knowledge and skill set.
• Maintains a positive and professional working relationship with peers, management, and support resources, with a commitment to teamwork and exemplary customer service.
• Ensures the company’s reputation and image in the community align with company Core Values.
• Delivers a high-level customer experience.
• Works extended hours and weekends as necessary.

Requirements

• 5+ years of experience in Service and Parts department operations.
• Ability to use standard desktop applications such as Microsoft Office and internet-based functions.
• Strong communication skills with customers and direct reports.
• Ability to write and speak effectively to individuals and groups.
• Ability to lead teams and hold people accountable.
• Familiarity with John Deere and competitive products.
• Strong understanding of financial principles relative to Service and Parts department operations.
• Ability to analyze and interpret internal reports.
• Willingness to work extended hours and weekends as needed.
• Excellent customer service skills.
• High School Diploma or equivalent experience.

Success Profile

Within your region:

• Labor performance of the service locations is 85% or greater.
• Service and Parts profitability meets or exceeds established goals.
• Achieves 100% or greater Absorption factor.
• Customer experience net promoter score of 80% or greater.