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Business Manager Aftermarket

Bristol, IN 46507, USA Req #474
Friday, August 28, 2020
Utilimaster embodies a lean culture - not just a lean manufacturing process - to ensure everything from our product planning, to our engineering protocol, to our final assembly and finish processes are highly efficient and carry with them the demand for continuous improvement. 
Although publicly traded, we're entrepreneurial in spirit and carry the core beliefs that hard work and accountability pay off.  We take personal pride in every vehicle we build, every partnership we secure, every process we advance, and every owner and driver we empower to command their road.

WE OFFER A GENEROUS SUITE OF BENEFITS WHICH INCLUDE:
  • Medical
  • Dental
  • Vision
  • Flexible Spending Account
  • Life Insurance and Accidental Death and Dismemberment
  • Short Term Disability
  • Long Term Disability
  • 401(k)
  • Tuition Reimbursement
  • Employee Stock Purchase Program
  • Dependent Scholarships
  • Quarterly Bonus
  • Holiday Pay
  • Vacation Pay
  • Purchased Vacation
  • Employee Assistance Program

SUMMARY

This position will be responsible for leading and developing the inside parts sales and the product and technical support teams to include planning, coordinating and managing the day-to-day operations of aftermarket parts and product support.

JOB RESPONSIBILITIES

  • Lead the development and implementation of the parts sales and operations plan.
  • Work with marketing to develop and implement a marketing plan focusing on specific parts promotional activities and advertising to support sales goals.
  • Manage daily activities of the parts sales team to meet sales objectives.
  • Monitor and review monthly parts sales reports.
  • Identify new business opportunities to improve sales.
  • Recruit, train, and provide direction to parts sales representatives to support parts sales growth and customer service requirements.
  • Ensure that customer orders are processed in a timely manner.
  • Hold regular meetings with parts team and leadership to review sales, expectations and issues.
  • Ensure compliance with departmental and corporate policies and procedures.
  • Lead a team of product and technical support resources to respond to client inquiries that arise from the use of Utilimaster products. The product and technical support team will also support sales objectives through converting where possible technical calls to a sales order.
  • Lead the contact center operations to drive 98% first pass answer rate
  • Develop remote workforce strategies that ensure optimal client service and satisfaction
  • Analyze expenses and revenues and adjust sales plan to achieve profitability.
  • Constantly review the departments performance, order efficiency, conversion rates and first pass resolution rates to identify areas for improvement and development.
  • Provide outstanding services and ensure customer satisfaction.
  • Understand margin vs. profit in a competitive environment.
  • Evaluate the performance of sales team and develop performance improvement plans.
  • Maintain sales documentation for reference purposes.
  • Work with sales team to develop promotional activities.
  • Address customer concerns promptly according to company guidelines.
  • Process customer payments in a timely manner.
  • Stay current in market trends and techniques.

QUALIFICATIONS

  • Dedication to delivering customer satisfaction with speed and excellence.
  • Presents information that is solutions focused.
  • Acts as an agent of change and embraces challenges with a positive outlook.
  • Possess a strong product knowledge of the operation and assembly of Shyft products.
  • Requires knowledge of engineering tools, processes, data structures, and data sources.
  • Understand detailed product information flow and structure of bills of materials and network systems.
  • Ability to problem solve for long term sustainability.
  • Strong leadership and leadership skills.
  • Strong content management system aptitude.
  • Excellent written and verbal communication skills.
  • Must be detailed and accuracy oriented.
  • Empathetic to internal and external customer feedback and issues.
  • Ability to remain stable and focused in a high stress environment.
This job description is intended to outline those functions typically performed by individuals assigned to this classification.  This description is not intended to be all - inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.  Utilimaster reserves the right to change or assign to this position as required.

Utilimaster is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, Veteran status or disability. 

Other details

  • Job Family Customer Service
  • Job Function SGA
  • Pay Type Salary
  • Bristol, IN 46507, USA