Parts & Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Propel profitable aftermarket expansion by enhancing dealer capabilities and ensuring customer uptime across North America through the implementation of One Yanmar service standards, meticulous discipline, and rigorous execution in all activities involving assigned dealers and territories.

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

• Implement dealer-specific business strategies aimed at boosting Yanmar parts sales.

• Develop and carry out dealer-specific plans to enhance customer retention.

• Foster the adoption of all initiatives under the One Yanmar Dealer framework.

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

• Lead the recovery actions for aftermarket Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) in collaboration with dealers.

• Oversee and support the Warranty process and monitor recovery rates.

• Create and implement training programs while encouraging dealer involvement in YCENA training initiatives.

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

• Uphold the One Yanmar standards for processes, reporting, and accountability.

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

⛳️ Requirements

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

• A minimum of 5-7 years of experience in parts management, service operations, or aftermarket within the construction equipment, agricultural equipment, or a related OEM or dealer sector.

• Prior experience within a dealer network in an OEM setting is strongly preferred.

• Demonstrated success 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 a plus.

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

• Comprehensive knowledge of shop and field service operations for compact equipment, including CTL, skid steer, and mini excavators.

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

• Understanding of vendor/supplier systems and administrative practices related to parts procurement and distribution.

• General financial acumen, including budget management, cost analysis, and the ability to interpret P&L statements.

• Excellent 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 capability to interpret operational data and inform decision-making.

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

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

• Proficiency in Microsoft Office Suite; experience with dealer management systems, ERP, or CRM platforms is advantageous.

• Willingness to travel both domestically and internationally as necessary.

🏝️ Benefits

• Other duties and responsibilities as assigned to meet the company objectives.