Director of Aftermarket

JOB SUMMARY:

The Director of Aftermarket is responsible for leading the strategy, growth, and profitability of the company's aftermarket business, including parts sales, service operations, technical support, field service, warranty, customer and dealer training, and product lifecycle support. This leader will develop and execute initiatives that maximize equipment uptime, enhance customer satisfaction, and drive recurring revenue across the company's portfolio of asphalt road construction and transportation equipment. This leader will be responsible for our aftermarket businesses in Oregon, IL (Etnyre), Wickenburg, AZ (BearCat), and for our global sales and support for our products produced in Pune, India.

The Director of Aftermarket serves as a key member of the commercial leadership team and partners closely with Sales, Engineering, Operations, Supply Chain, and Dealer Network teams to deliver world-class customer support and expand aftermarket revenue opportunities.

MAJOR DUTIES:

Strategic Leadership

• Develop and implement a comprehensive aftermarket strategy that supports the company's growth objectives and customer retention goals.
• Establish annual revenue, profitability, and customer satisfaction targets for parts, service, warranties, training, and support programs.
• Identify and implement new aftermarket business opportunities, including service contracts, preventative maintenance programs, telematics-based offerings, extended warranties, and equipment rebuild programs.
• Monitor industry trends, customer needs, and competitive offerings to strengthen market position.

Parts Sales & Distribution

• Lead all aftermarket parts sales activities through direct channels and dealer/distributor networks.
• Optimize parts pricing, inventory management, forecasting, and availability to maximize revenue and customer service levels.
• Collaborate with Supply Chain and Operations to improve parts fulfillment performance and inventory turns.
• Drive strategic initiatives to increase parts capture rates throughout the equipment lifecycle.

Service Operations

• Direct field service, technical support, and repair operations to ensure timely and effective customer response.
• Establish service performance standards, response-time goals, and customer service metrics.
• Develop scalable service programs that improve equipment reliability and customer uptime.
• Ensure proper staffing, scheduling, and deployment of service technicians.

Dealer & Distributor Support

• Build strong partnerships with dealers, distributors, and service providers.
• Develop aftermarket programs that improve dealer engagement, service capabilities, and parts sales growth.
• Ensure dealer training and technical support resources are effective and readily available.
• Conduct regular business reviews and performance evaluations with channel partners.

Warranty & Technical Support

• Oversee warranty administration, policy development, and claims management.
• Analyze warranty trends to identify product improvement opportunities.
• Partner with Engineering and Quality teams to resolve recurring reliability concerns.
• Lead root-cause analysis efforts and support corrective action initiatives.

Customer Experience

• Drive a customer-centric culture focused on responsiveness, reliability, and long-term relationships.
• Monitor customer satisfaction, Net Promoter Score (NPS), and service performance metrics.
• Develop customer retention and loyalty initiatives.
• Ensure effective communication throughout the customer ownership experience.

Financial Management

• Prepare and manage annual budgets, forecasts, and operating plans.
• Achieve aftermarket revenue, margin, and profitability objectives.
• Analyze business performance and implement corrective actions as needed.
• Develop KPI dashboards and reporting processes to track operational effectiveness.

Team Leadership

• Build, develop, and mentor high-performing teams across parts, service, warranty, and technical support functions.
• Establish performance expectations and accountability measures.
• Foster a culture of continuous improvement, safety, collaboration, and customer focus.
• Lead organizational development and succession planning efforts.