Operations Director of After Sales Support

Job Title: Director, After Sales Support Operations

Department: After Sales Support

Location: Battleboro, NC

Pay Type: Salaried Position

Hiring Range: DOQ

Day Hour Shift, Monday – Friday

Position Summary

Provides management oversight for the Parts, Service, and Warranty departments. Responsible for ensuring these departments work in an integrated and collaborative manner to meet business objectives. Establishes performance standards and targets for each department, including workflow and work processes. Recognizes the interdependent nature of all three departments and integrates that element into standards, targets, and workflows and processes. Develops and executes sales, marketing, and promotional programs for parts sales. Ensures execution of work processes, workflows, and resource utilization to meet business targets and objectives. Monitors performance against standards and targets. Identifies performance gaps and takes action to close them.

Interacts with Dealer Partners, communicates effectively across Dealer network. Works with Dealers to find solutions to problems and issues related to Parts, Service, and Warranty concerns.

Position Duties and Responsibilities

Parts Operations:

· Provides management oversight related to parts operations, including parts receiving and shipping departments, parts warehouse inventory management, and parts orders to suppliers. Ensures the parts facility, receiving and shipping areas are clean, orderly and in safe condition. Ensures work performed in all areas adheres to standard work procedures established for each area. Oversees special projects related to maintaining or improving our facilities.

Maintains and executes current operating processes and procedures, identifies areas for improved efficiency, safety and quality or reduced cost. Management oversight of Parts facility and team to ensure compliance with company policies, safe work practices and a good working environment. Monitors Parts inventory, forecasts parts orders to maintain adequate inventory to meet customer needs. Establishes performance targets and monitors actual performance against those targets.

Parts Sales, Marketing, and Promotions:

· Sales. Develops goals for parts sales by dealer and territory. Communicates goals and monitors actual performance against established goals.

· Marketing. Develops and executes marketing strategies to drive parts sales through our dealer partners. Creates and executes marketing strategies and programs for dealers to utilize to maximize parts selling opportunities.

· Parts Promotions. Develops and executes promotions and dealer level merchandising activity for dealers to drive inventory availability and parts sales at the dealer level.

Service Operations:

· Management Oversight, Service and National Service Support. Provides direction and management oversight for the Field Service and National Service Support Team. Works with National Service Support Manager to develop and execute National Service Support programs, including service technician training and service document design and delivery TO Dealer network. Works with the Regional Directors and Business Managers on issues that come into the call center.

· Works with National Service Support team, to establish and execute field service call standards and processes to assure efficient and timely resolution of technical issues in the field. Ensures service analysis reporting is developed and produced from field problem analysis reports collected from the field. Works with the Regional Directors and Business Managers on service issues.

· Dealer Technical Support Training. Works with the Sr. Manager, National Service Support to develop and provide national and regional training for the dealer network several times a year. Works with Sr. Manager, National Service Support, to develop and execute effective training programs for Dealer Technicians. Ensures new dealers coming on board are provided training on how to use the services available on the dealer portal on how to register equipment, look up parts, manuals, and file warranty claims. Is a direct contact resource to all dealers so they know they have a person they can reach out to when needed for questions and support.

· Technical Support for Trade/Farm Shows. Ensures technical support for Parts, Service, and Warranty are present at trade and farm shows. Assists with product training and dealer sales training events.

Warranty Operations: Ensures warranty claims are received and processed in a timely manner. Oversees dealers warranty claims for consistency and reasonableness as needed. Provides management oversight for processes involving dealers and end use customers in resolving disputed claims.

Ensures that warranty cost reporting is completed and submitted to Korea for reimbursement on a timely basis. Develops regular reports on warranty cost and cause trends and ensures reports are completed and reviewed as required. Uses historic information, trends, and current information to forecast future costs.

Coordinates warranty team participation with the Service Organization on return analysis, trend monitoring and root cause analysis and provides feedback to manufacturing. Develops and maintains warranty policy and practices as necessary. Monitors warranty claim processing to insure fair and consistent handling of warranty issues.

Teamwork and Collaboration. Actively leads team meetings, and provides timely feedback to team regarding work topics. Understands organizational mesh points and potential synergies. Integrates team efforts across work team. Understands available resources, and utilizes those resources when appropriate.

Leadership. Acts with integrity. Treats others with dignity and respect. Models behavior that is consistent with LS Tractor USA values. Delivers on commitments and deadlines.

Communication. Effectively communicates with team members. Demonstrates sound oral and written communication skills. Communicates effectively and professionally to both internal and external parties. Executes effective customer communication and relationship building techniques.

Minimum Requirements:

· Bachelor’s degree in related field required. Additional experience in technical service, Parts sales and operations, and warranty administration will be considered in lieu of education.

· Minimum of five years’ experience in leading or managing teams with related functional responsibility. Experience in the agricultural equipment industry is required, documented experience in After Sales Support.

· Above average computer skills. Experience with automated warranty systems and Microsoft Office especially Excel. Experience with SAP is preferred, but not required.

· Strong verbal and written communications skills.

· The ability to make decisions and manage multiple tasks in a fast-paced environment with rapidly changing priorities.

· Strong operational and teambuilding experience.