Parts Manager

The following description is not intended as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the discretion of adding or changing the duties of the position at any time.

The Parts Manager is responsible for overseeing the availability of parts and components to successfully support customers. This role ensures appropriate parts supply, by working closely with other departments for finding solutions for backorder parts and working with other departments to quickly solve parts issues. This role is key to ensuring high levels of customer satisfaction as it relates to the parts team.

This role oversees the parts team, manages applicable processes, resolves escalated issues, and collaborates with internal departments such as engineering, warehouse, purchasing, warranty and other departments to deliver seamless customer experiences. It is the responsibility of the Parts Manager to take the responsibility to ensure quick solutions to part topics to ensure customer satisfaction.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage daily operations of the Parts Department, including inbound inquiries, order support, customer quoting and timely parts issue resolution.
• Ensure timely, accurate, and professional responses to customer inquiries regarding products, parts availability, orders, and delivery status. Taking the leadership to proactively find the best solution when a part is delayed or on backorder. Perform continual and professional follow-up with others to find solutions on parts topics.
• Ensure the Parts Department team is providing the highest level of customer service communication and support.
• When issues arise, take responsibility to appropriately and proactively elevate parts issues internally before customers elevate parts issues.
• Develop and implement Part Department policies, procedures, and performance standards.
• Appropriately monitor and set sales prices on parts. Make price adjustments as necessary.
• Effectively monitor and report on sale prices, cost changes, and track Gross Margins.
• Meet or exceed assignment timelines.

• Effectively supervise Parts Department staff.
• Lead, train, manage, and mentor Part Department colleagues.
• Effectively manage direct reports to ensure performance, including performance evaluations.
• Promote a customer-focused culture within the department.
• Provide training, performance management, and efficient management for the team.
• Promote a culture of safety, efficiency, and accountability.
• Be professional, specifically when communicating internally within the organization and outside the organization.

• Manage escalated customer complaints and ensure timely and complete resolution.
• Identify opportunities to improve the customer experience, as it relates to parts management.

• Work closely with engineering, warehouse, buyers, sales, manufacturing, logistics, field service, and other cross-functional teams to quickly resolve customer issues.
• Work with other departments to maintain accurate stock levels of parts.
• Support repair campaigns to ensure parts are available in a timely manner.

• Utilize CRM and ERP systems for effective parts management to track parts usage and stock levels. Create, present, and monitor parts metrics such as fill rate, shortages, ETAs for backorders, order fulfillment, response time, resolution time, and other applicable metrics on a weekly basis.
• Respond to specific customer requests for parts performance metrics, as requested.
• Maintain accurate records of parts transactions and parts data.
• Provide regular reports and insights to senior management and customers.

• Analyze customer feedback, parts KPIs to identify improvement opportunities.
• Implement service enhancements to improve response time, order accuracy, and customer satisfaction.
• Lead initiatives to streamline service workflows and improve efficiency.

• Ensure compliance…