Director NA Aftermarket

The Director, NA Aftermarket owns the strategy and PóL for the North American parts, service, and customer service. This leader will grow profitable revenue, elevate customer experience, and increase lifetime value across the installed base—spanning parts distribution, field and depot service, warranty, technical support, training, and digital/e-commerce channels—while partnering closely with Manufacturing, Sales, Supply Chain, and Engineering.

Key Responsibilities

• Build a 3-year aftermarket growth plan with annual operating budgets; deliver revenue, margin, and working-capital targets.

• Define the go-to-market across direct, dealer, and e-commerce channels; expand service contracts and parts attach/retention.

Parts & Distribution

• Manage parts assortment, pricing, promotions, and lifecycle; optimize inventory performance (fill rate, turns, OTIF).

• Optimize DC/branch footprint, S&OP, and forecasting accuracy in partnership with Supply Chain and Manufacturing.

Service Operations

• Lead field and depot service, reman/repair programs, preventative-maintenance agreements, and commissioning services.

• Standardize labor standards, scheduling, safety, tooling, and technician enablement; improve first-time fix and response time.

• Manage warranty policies, claims analysis, and recovery; collaborate with Quality and Engineering on corrective actions.

Customer Service & Technical Support

• Run contact centers and tech support (phone, chat, ticketing); set SLAs and staffing models to meet volume and seasonality.

• Establish knowledge bases, service bulletins, and technical publications; deliver operator and technician training programs.

• Implement pricing governance (list/discount structures, freight, surcharges) and contract management (SLAs, renewals).

• Use CRM to drive account coverage, cross-sell/upsell, and installed-base marketing (service contracts, retrofit kits).

Digital & Data

• Own aftermarket e-commerce experience; increase digital adoption and self-service.

• Build dashboards and cadence (daily/weekly/monthly) for KPIs; translate insights into action across sites/regions.

Leadership

• Recruit, coach, and develop high-performing managers/teams; build bench strength and a safety-first culture.

• Champion voice-of-customer; align cross-functionally with Manufacturing, Supply Chain, Finance, Legal, and HR.

• Revenue growth and EBITDA % for Aftermarket

• Parts fill rate; OTIF Inventory turns;
Phase out %

• NPS/CSAT;
Average speed to answer;
Abandon rate;
Case/ticket resolution time

• Warranty cost as % of sales;
Recovery rate;
Field failure rate trending

• Cash conversion cycle; DSO;
Return rate

Qualifications

• Bachelor’s degree in Business, Engineering, Supply Chain, or related field; MBA preferred.

• 10–15+ years in aftermarket/parts/service leadership for industrial equipment, vehicles, or manufacturing; multi-site scope.

• Proven P&L ownership and track record driving double-digit aftermarket growth and margin expansion.

• Expertise in S&OP, demand planning, pricing, inventory management, and dealer/distributor networks.

• Operational excellence mindset (Lean/Six Sigma); safety and quality focus.
• Strong analytical, financial, and change-management skills; excellent communication and executive presence.

Benefits

• Medical insurance

• Vision insurance

• 401(k)

• Disability insurance

• Tuition assistance

Seniority Level

Director

Employment Type

Full-time

Job Function

Manufacturing

Industries

Industrial Machinery Manufacturing

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