7-10+ years in aftermarket, warranty, or customer service, preferably in marine or automotive sectors.
3+ years of team management experience, including hiring and performance oversight.
Proven budget ownership or P&L responsibility.
In-depth knowledge of warranty/RMA processes and aftermarket sales channels.
Strong leadership and communication skills, with experience presenting to senior leadership.
Bachelor's degree in business or related field preferred, or equivalent experience.
Proficient in Microsoft Office, especially Excel; familiarity with ERP/CRM systems is a plus.
Willingness to work onsite in Huntsville, AL.
Responsibilities
Implement vision and annual goals for the aftermarket department aligned with company strategy.
Establish policies and service-level standards for warranty and dealer support.
Manage staffing plans to meet service targets effectively.
Hire, train, and evaluate aftermarket specialists and coordinators.
Oversee warranty claims and RMA processes, ensuring cost control and accuracy.
Serve as the senior contact for escalated dealer and distributor issues.
Own revenue and margin performance of the aftermarket product line.
Manage the department's operating budget and establish KPIs for performance reporting.
Collaborate with cross-functional teams to align aftermarket priorities with company goals.
Benefits
Opportunity to lead a critical department within a growing company.
Direct impact on customer satisfaction and dealer relationships.
Engagement with cross-functional teams for holistic business growth.
Potential for professional development and succession planning.
Dynamic work environment with occasional travel opportunities.
Full Job Description
Position Summary
The Aftermarket Department Manager owns strategy implementation, budget score carding, contract maintenance and pricing validation, and day-to-day performance of T-H Marine's aftermarket business - warranty and returns, dealer and customer support, and the aftermarket product line. This role directly manages the department's specialists and coordinators, implements policy and KPIs for the function, and partners with Sales, Quality, Product Development, and Purchasing to grow aftermarket revenue while protecting the experience of our dealers, distributors, and boat owners. This is a direct leadership role: the manager is accountable for department results and works directly with the team and with senior leadership.
Key Responsibilities
Department Leadership & Strategy
Implement vision, achieve annual goals, and operating plan for the aftermarket department in alignment with company strategy.
Establish department policies, procedures, and service-level standards for warranty, returns, and dealer support.
Own the department's staffing plan, ensuring the team is sized and skilled to meet volume and service targets.
Team Management
Hire, train, schedule, and manage the performance of aftermarket specialists and coordinators.
Conduct regular performance reviews, set individual goals, and build development and succession plans.
Foster a culture of accountability, accuracy, and customer-first service within the department.
Warranty & Returns Oversight
Own the warranty claims and RMA process end to end, including policy, exception approval, and cost control.
Monitor warranty cost and claim trends; partner with Quality and Product Development on root-cause and corrective action.
Ensure claims are processed accurately and within target turnaround times across the team.
Dealer & Customer Relationship Management
Serve as the senior point of contact for escalated dealer, distributor, and key-account issues.
Build and maintain relationships with major dealers and distributors to support retention and growth.
Develop show planning process to ensure sales growth, special pricing, samples, and hard assets are successful.
Ensure consistent, high-quality support across all aftermarket customer touchpoints.
Attend customer shows to grow relationships and sales.
Aftermarket Product Line Performance
Own revenue and margin performance of the aftermarket product line.
Partner with Product Management on SKU strategy, pricing, new-product rollout, and lifecycle/discontinuation planning.
Maintain oversight of catalog accuracy - fitment, pricing, and part-number integrity.
Budget, Reporting & Process Improvement
Manage the department's operating budget and forecast warranty reserve and related costs.
Establish KPIs and a regular reporting cadence, present department performance, and make recommendations to senior leadership.
Drive continuous improvement in ERP/CRM systems and department workflows.
Cross-Functional Partnership
Collaborate with Sales, Marketing, Quality, Purchasing, and Supply Chain to align aftermarket priorities with broader company goals.
Represent the aftermarket function in cross-departmental planning and product launch discussions.
Qualifications
7-10+ years of experience in aftermarket, warranty, parts operations, or customer service, ideally in marine, automotive, or another durable-goods industry.
3+ years of experience managing a team, including hiring, coaching, and performance management.
Demonstrated experience owning a budget, cost center, or P&L responsibility.
Deep knowledge of warranty/RMA processes, ERP or CRM systems, and aftermarket sales channels (dealers, distributors, retailers).
Strong leadership, communication, and negotiation skills; comfortable presenting to senior leadership and managing key-account relationships.
Bachelor's degree in business or a related field preferred, or equivalent professional experience.
Proficient in Microsoft Office (Excel in particular); experience with ERP/CRM systems a plus.
Able to work onsite at T-H Marine's Huntsville, AL facility.
Preferred
Experience in the marine, boating, or outdoor recreation industry.
Experience managing supplier or vendor relationships related to parts sourcing and availability.
Physical Requirements
Primarily an office environment with occasional time on the warehouse or production floor to review returned products or department operations and build customer show assets and delivery. May require sitting for extended periods, occasional lifting up to 25 lbs., and use of standard office and warehouse equipment. Occasional travel to visit key dealers or distributors may be required.
