After Sales Manager

Key Responsibilities: Aftermarket Performance & Strategy Drive parts and service revenue growth, margin improvement, and inventory performance Establish and monitor KPIs including parts turns, fill rate, service response time, and warranty cost Develop and execute aftermarket strategies to improve customer uptime and lifecycle value Leadership & Team Development Lead, coach, and develop Parts, Service, Warranty, and Product Support teams Build a culture focused on accountability, responsiveness, and continuous improvement Ensure proper staffing, training, and performance management processes Dealer & Customer Support Strengthen dealer service capabilities through training, tools, and technical support Act as escalation point for complex field issues and customer concerns Ensure consistent, high-quality customer experience across all support touchpoints Technical Support & Field Issue Resolution Provide hands-on troubleshooting support for complex mechanical, hydraulic, and electrical issues Analyze recurring failures and implement corrective actions Drive root cause resolution in coordination with engineering and manufacturing Warranty & Quality Improvement Manage warranty processes, costs, and claims analysis Identify trends and drive corrective actions to reduce warranty expense Partner with engineering to feed field data into product improvements Parts Operations Oversee forecasting, pricing, availability, and inventory optimization Ensure strong fill rates and efficient inventory turn Collaborate with supply chain to improve parts availability and lead times Documentation & Training Oversee development and continuous improvement of service manuals and technical documentation Implement training programs for dealers, technicians, and internal teams Collaboration & Communication Maintain strong alignment with Sales, Marketing, Engineering, and Manufacturing Communicate field issues, trends, and customer feedback effectively across the organization Compliance & Safety Ensure adherence to safety, quality, and company standards Skills and Abilities Strong leadership and team development skills Excellent communication and stakeholder management abilities High mechanical and technical aptitude Customer-focused problem-solving mindset Strong analytical and decision-making skills Ability to manage multiple priorities in a fast-paced environment Self-motivated, adaptable, and results-driven Requirements Associate's degree in a technical field required; Bachelor's degree preferred 5+ years of experience in agriculture equipment, heavy equipment, or related industry Proven experience in parts, service, warranty, or product support leadership Strong knowledge of hydraulic, electrical, and electronic systems Experience working with dealer networks and field support environments ERP experience related to parts, service, and inventory management Experience training or mentoring technicians, dealers, or customers Strong organizational, communication, and conflict resolution skills Valid driver's license with insurable record Direct Reports Service and Warranty Staff Product Support Specialists Parts Department Manager Goals Parts revenue growth After Sales gross margin Inventory Turns Forecast accuracy Obsolescence and excess inventory Warranty cost as % of sales Physical Requirements Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Use these codes to complete this section: "F" for frequently; "O" for occasionally; "N" for not at all. Physical Activity On the job the employee must: (F) Bend (O) Sit (F) Squat (F) Stand (O) Crawl (F) Walk (O) Climb (F) Push/Pull (F) Kneel (F) Handle objects (manual dexterity) (F) Reach above shoulder level (F) Use fine finger movements (F) Repetitive movement ( ) Other Must carry/lift loads of: (F) Light (up to 25lbs.) (F) Moderate (25-50lbs.) (O) Heavy (over 50lbs.) Physical Exposure On the job the employee: (F) Is exposed to moderate or excessive (circle) noise (F) Is around moving machinery (F) Is exposed to marked changes in temperature and/or humidity (F) Is exposed to dust (O) Is exposed to fumes (O) Drives motorized equipment (O) Works in confined quarters (N) Unprotected heights ( ) Other Physical Ability: Acceptable Minimum Vision: () Good () Poor () Blind Color Vision: () Normal () Impaired Hearing: () Normal () Moderate Loss () Deaf Talking/Speech: () Good () Fair () Mute