Senior Aftermarket Manager

Job overview

Leads the Aftermarket business with a strategic focus on service excellence, operational efficiency, and sustainable profitability. Aligns service and parts initiatives with the company’s overarching financial and operational goals to drive revenue growth and margin improvement. Demonstrates advanced Service Management acumen, builds, leads, and empowers a high-performing service team, ensuring effective talent attraction, retention, and engagement to maintain a culture of accountability and continuous improvement.

Responsibilities

Leadership & Oversight

• Partners with Regional Aftermarket Manager to align financial strategies with business objectives.
• Oversees departmental KPIs to ensure consistent execution, efficiency, and profitability.
• Drives operational excellence and continuous improvement initiatives across service functions.

Customer Satisfaction

• Leads complex or high-impact customer escalations and complex service issues through effective root cause analysis and resolution strategies.
• Champions a culture of service excellence by mentoring the team in customer communication and coaching best practices.
• Implements proactive feedback mechanisms to enhance customer experience and loyalty.

Drive Service Performance Metrics

• Sets labor recovery targets, monitors efficiency metrics, and addresses underperformance.
• Oversees quoting process, ensures margin and accuracy standards are met.
• Tracks aged WIP, set expectations for closing timeframes, and escalates aging work orders.
• Manages warranty strategy; ensures claims align with OEM guidelines and are submitted timely.
• Lead best practices implementation to achieve goal - customer alerts must be closed within Satisyfd within 7 calendar days from alert receipt.
• Achieve an absorption target 90% or greater each month at the store level.
• Drive best practices to increase Inspection & SMA sales growth over previous year’s month.
• Analyzes financial performance metrics to identify growth opportunities and cost-control measures.

Team Development

• Leads talent development through structured performance reviews, and individualized training plans.
• Provide structured mentorship to Assistant Service Manager’s ability to independently manage day-to-day service operations, handle escalated issues, and contribute to KPI targets to support leadership continuity, operational resilience, and long-term department scalability.

Scheduling & Workflow

• Develops and manages efficient technician schedules to maximize labor utilization and meet service delivery timelines.
• Balances labor resources with quoted and backlog work to ensure customer expectations and contractual obligations are met.
• Implement workflow optimization techniques to reduce downtime and improve productivity.

Reporting

• Oversees real-time performance tracking through dashboards and KPI reviews with Regional Aftermarket Management (RAM).
• Drives a culture of accountability by using data insights to guide team actions and improve operational outcomes.

Safety & Compliance

• Leads the implementation of 5S and safety initiatives to ensure a clean, organized, and compliant work environment.
• Enforces company safety standards and regulatory compliance to mitigate risks and maintain operational integrity.

Qualifications

• 3-5 years’ experience in managing Service/Parts Department operations.
• Excellent understanding of financial principles relative to Parts and Service Department operations.
• Strong leadership skills required to offer direction and collaboration when needed.
• Must be self-motivated and of high moral character
• Strong Interpersonal skills when dealing with customers and co-workers.
• Ability to use standard desktop load applications such as Microsoft Office and internet functions.
• Ability to speak effectively one-on-one and within a group.
• Ability to work extended hours and weekends.

Additional requirements

• Valid Driver’s License required.
• FA/CPR Certification

Working Conditions

General Physical Requirements:

• Light work: Exerting up to 20 pounds of force occasionally and/or negligible amount of force constantly to move objects. Climbing, Balancing, Stooping, Kneeling, Crouching, Reaching, Standing, Walking, Lifting, Fingering, Grasping, Feeling, Talking, Hearing, and Repetitive Motions.

Visual Acuity:

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (includes inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
• The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned or to make general observations of facilities or structures.
• The worker is required to have visual acuity to operate motor vehicles or heavy equipment.

#ca-service #ca-parts