Now Hiring - Confidential - Director of Aftermarket Sales and Service in Saint Paul, MN

Full description of the position

The Director of Aftermarket Sales and Service is responsible for leading the overall strategy, performance, and profitability of the company's aftermarket business, including parts sales, service operations, warranty, customer support, and technical training. The Director of Aftermarket Sales and Service will drive customer satisfaction, revenue growth, and operational excellence by ensuring the highest levels of service quality, responsiveness, and product support across all regions and customer segments. Key Responsibilities: Strategic Leadership * Develop and implement the company's aftermarket sales and service strategy to achieve revenue, margin, and customer satisfaction targets. * Identify growth opportunities in parts, service contracts, rebuilds, remanufacturing, and digital service offerings (e.g., telematics, predictive maintenance). * Collaborate with executive leadership on long-term business planning and strategic initiatives to enhance customer lifetime value. * Establish and monitor KPIs for aftermarket performance, including parts availability, service turnaround time, warranty cost, and customer retention. Sales & Business Development * Lead the parts and service sales teams to expand market share and grow recurring revenue streams. * Build strong relationships with key customers, and dealers to increase aftermarket engagement. * Develop pricing strategies, promotional programs, and sales incentives aligned with profitability goals. * Oversee forecasting, inventory planning, and distribution strategies to ensure parts availability and minimize obsolescence. Service Operations & Customer Support * Direct service center operations, field service teams, and customer technical support functions to ensure world-class service delivery. * Establish and maintain high standards for safety, quality, and responsiveness across all service operations. * Oversee warranty administration and ensure effective management of claims and recoveries. * Develop and implement training programs for service technicians, dealers, and customers. Team Leadership & Development * Lead, coach, and develop a high-performing aftermarket team across sales, service, and support functions. * Foster a culture of accountability, customer focus, and continuous improvement. * Ensure alignment of aftermarket teams with company values, goals, and operational standards. Financial & Operational Management * Develop and manage annual aftermarket budgets, forecasts, and performance reports. * Drive profitability through effective pricing, cost control, and process optimization. * Utilize data analytics and CRM tools to monitor performance and identify areas for improvement. Qualifications: * Bachelor's degree in Business, Engineering, or related field (MBA preferred). * 10+ years of experience in aftermarket sales, service, or operations leadership within the heavy equipment, construction machinery, or industrial equipment industry. * Proven success in developing and executing growth strategies for parts and service businesses. * Strong understanding of dealer networks, field service operations, and customer support models. * Demonstrated leadership, communication, and relationship-building skills. * Proficiency in ERP (SAP a plus) and CRM systems (Salesforce a plus); experience with telematics or digital service tools is a plus. * Willingness to travel domestically and internationally as needed. Key Performance Indicators (KPIs): * Aftermarket revenue growth and gross margin * Parts sales volume and fill rate * Service utilization rate and turnaround time * Customer satisfaction * Call Center performance * Warranty cost reduction and recovery rate * Employee engagement and retention within the aftermarket organization Job Type: Full-time Pay: $165,000.00 - $185,000.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Health savings account * Life insurance * Paid time off * Vision insurance Work Location: In person