Parts & Service Manager

📋 Description

• Drive profitable growth in the aftermarket sector, enhancing dealer capabilities and ensuring customer uptime across North America by integrating One Yanmar service standards, discipline, and execution rigor into all actions within the designated dealers and territory.

• Take ownership of YCENA Dealer Parts & Service revenue growth across North America.

• Implement dealer-specific business strategies to boost Yanmar parts sales.

• Execute tailored business plans to enhance customer retention.

• Encourage the adoption of all One Yanmar Dealer initiatives.

• Ensure quick resolution of field issues related to quality, warranty, and technical support.

• Lead recovery actions for aftermarket CSI/NPS in collaboration with dealers.

• Oversee and support the Warranty process and recovery rates.

• Develop training plans and promote Dealer engagement in YCENA training initiatives.

• Drive the use of special tools including Dealer Portal YDS, SA-Diagnostic tool, and SA-Remote -Telematics platform.

• Uphold One Yanmar standards in process, reporting, and accountability.

• Conduct monthly performance evaluations with dealers, addressing issues and closing gaps promptly.

⛳️ Requirements

• A Bachelor's degree in Business, Engineering, or a related field is preferred; equivalent experience will be considered.

• At least 5-7 years of experience in parts management, service operations, or aftermarket within the construction equipment, agricultural equipment, or related OEM or dealer sectors.

• Previous experience working within a dealer network in an OEM setting is highly preferred.

• Proven track record in managing parts programs, warranty administration, and service operations across a multi-location or national dealer network.

• Experience in developing and delivering technical training programs is an asset.

• Strong understanding of parts and warehousing processes, inventory management, and aftermarket operations.

• Solid grasp of shop and field service operations for compact equipment including CTL, skid steers, and mini excavators.

• Familiarity with warranty administration processes, systems, and best practices.

• Knowledge of vendor/supplier systems and administrative practices concerning parts procurement and distribution.

• General financial acumen, including the ability to manage budgets, analyze costs, and interpret P&L statements.

• Exceptional communication and interpersonal skills, enabling effective collaboration with dealers, internal teams, and global counterparts.

• Strong leadership and people management abilities.

• An analytical mindset with the capacity to interpret operational data and inform decisions.

• Highly organized, capable of managing multiple priorities across a national landscape.

• Comfortable operating in a cross-cultural, international business environment.

• Proficient in Microsoft Office Suite, with experience in dealer management systems, ERP, or CRM platforms being advantageous.

• Willingness to travel domestically and internationally as necessary.

🏝️ Benefits

• Other duties and responsibilities as assigned to align with company objectives.