Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.
Key Responsibilities
1. Employees: Manage personnel in all stages of employment by:
- Hiring top talent
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Ensuring employees are receiving the training needed to be successful
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Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development
- Resolving major performance issues through disciplinary actions, and terminations as needed
2. Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by:
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Visiting Customers on a regular basis with Machine Salesmen, Customer Service Representatives, and Service Technicians on Sales Visits, Machine Setups, and Service Calls
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Being available and approachable so all Customers feel they can bring up questions and concerns
- Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times
3. Store Operations: Monitor metrics and reports provided by Aftersales Operations and Analytics to ensure the Store is running at optimal levels by:
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Keeping Inventory “healthy”
- Ensuring Spudnik Aftersales Standard Operating Procedures are being followed
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Maintaining the cleanliness and organization of the Store to expected levels
- Meeting or exceeding Spudnik’s expectations of Premium Partners including having sufficient Service Techs trained, maintaining enough Parts Inventory, completing Warranty and Service Bulletins in a timely manner, etc.
4. Dealers: Manage the performance of assigned Premium Partners by:
- Conducting regular visits to Premium Partners to actively promote parts and service to ensure steady growth in sales, margin, and market share from year to year in each area
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Monitoring metrics and reports provided by Aftersales Analytics and Operations, and making necessary plans with the Premium Partner to correct any gaps in performance
5. Grow the Business: Actively promote parts and service with new products and programs to ensure steady growth in sales, margin, and market share from year to year in the area.
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Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
- Other duties and responsibilities may be assigned as necessary.
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Proven leadership and team management experience.
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Strong interpersonal and communication skills.
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Ability to coach, mentor, and develop individuals and teams.
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Familiarity with inventory, service, and sales operations.
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Proficient in analyzing business performance metrics and reports.
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Experience in conflict resolution and performance management.
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Comfortable with CRM and ERP systems or similar business software.
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Prolonged periods of sitting or standing at a desk and working on a computer.
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Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.
