General Manager - Aftermarket & Service

Role Responsibilities:

• Leads large team of experienced Service Contract & Warranty Administration professionals or team leaders, focused on short to mid-term tactical and operational plans. Advises on implementation of policies, develops recommendations for changes, and consults on contractual rights and obligations. Confers with senior management and finalizes moderately complex bids.
• Leads large team of experienced Field Service professionals or team leaders, overseeing processes and procedures to ensures quality and consistency in solving client issues. Optimizes the sourcing strategies to allocate manpower efficiently, coaches team members, and owns standard customer agreements and service levels.

Job Description

Leads a large team of employees that administer and provide for

proper contract and warranty fulfillment to ensure accordance with

company policies, legal requirements, and customer specifications.

• • Advises on and assists with the implementation of policies that specify the process that employees should complete when reviewing service contracts and product warranties for accuracy and completeness.
  • Consults with senior management on contractual rights and obligations related to service contracts and product warranties to ensure that they comply with all relevant laws and regulations.
  • Confers with senior management to review data related to service contracts and warranties and reports outlining historical trends regarding service contracts and warranties to ensure that service standards are met.
  • Develops recommendations for changes to service contracts and product warranty components to ensure ongoing customer satisfaction.
  • Finalizes moderately complex bids for senior management review and presents process specifications, progress reports and other reports to senior management related to service contracts and product warranties
• Coordinates, prioritizes and resolves issues encountered by a more experienced team/multiple teams across multiple geographic locations.
• Optimizes the sourcing strategies to allocate manpower efficiently across multiple geographic locations.
• Determines how to solve complex escalated issues that would impact the business and provides recommendations for solutions to executive leadership.
• Possesses strong technical/product knowledge.
• Quality Issue Management.
• Contacts key stakeholders to resolve complaints and establish the appropriate improvement plan.
• Coaches team members to ensure operational objectives are met.
• Establishes and maintains training and audit/assessment programs to ensure the implementation and effectiveness of internal controls.
• Owns standard customer agreements and service levels.

Minimum Requirements:

• Requires broad management and leadership knowledge to lead sales & project teams. University Degree or equivalent experience and minimum 8 years prior relevant experience OR Advanced Degree in a related

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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