Reports to: VP of Customer Experience
Direct Reports: Yes
Location: Hudson, WI - onsite
Employment type: Full time
Summary:Refrigerated Solutions Group (RSG) designs and builds commercial refrigeration, including walk-in coolers and freezers, refrigeration systems, and related equipment, under the Norlake and Master-Bilt brands. Our Aftermarket business is one of the fastest growing parts of the company, and we're investing in it.
The Manager, Aftermarket, owns the day-to-day execution and the growth of that business across four areas: replacement parts, commissioning (professional startup and inspection of newly installed equipment), refurbishment, and preventive maintenance. In short, this role is to keep our customers' equipment running and turning great service into a durable, growing business.
It's a hands-on, player-coach role. You'll run the work today and build and lead the team that carries it as we scale. We measure success by growth, margin, speed, and how well we take care of the customer, not by activity.
Examples of Duties:- Grow the parts business.
- Grow parts revenue and average order size across our sales channels by keeping the right parts stocked, building repair kits, and making it easy for customers to get everything they need in one order.
- Use real-world signals, like what's failing in the field and what customers are calling about, to decide what to stock and which kits to build.
- Help manage parts pricing and margin.
- Scale the commissioning program
- Run and grow our commissioning program, including scheduling, coordinating technicians, and documenting inspections, so newly installed equipment starts up correctly and performs reliably from day one.
- Protect program quality and turnaround as volume grows.
- Build the refurbishment business
- Grow refurbishment throughput and turnaround, giving equipment a cost-effective second life for customers.
- Find and remove the capacity and process bottlenecks that slow the work down.
- Launch preventive maintenance
- Build and launch preventive maintenance and inspection programs that keep customers' equipment running and turn one-time service into ongoing, predictable relationships.
- Define the offerings, schedule, pricing, and how they get delivered.
- Lead the commercial engine
- Make quoting faster and more consistent using better process and the right digital and automation tools.
- Own the numbers (revenue, margin, quote turnaround, and program throughput) and report progress against the growth plan.
- Partner across engineering, marketing, pricing, finance, and our channel partners to get things done.
- Build and lead the team
- Lead, coach, and develop a growing team of support and quoting staff (on-site and remote).
- Hire and onboard as the business scales, and build simple, repeatable ways of working.
Knowledge/Skills/Abilities:- 5+ years in aftermarket, service operations, parts, or field-service management, ideally in refrigeration, HVAC, foodservice equipment, or another durable-goods manufacturer.
- A track record of owning a revenue and/or margin number, with the commercial and operational judgment to match.
- Experience leading people, including distributed or remote team members.
- Comfort working from data (systems, spreadsheets, and program metrics) to set priorities and make decisions.
- Strong communicator who can work across engineering, pricing, finance, and outside partners.
- Hands-on knowledge of commercial refrigeration or HVAC equipment.
- Experience standing up a preventive-maintenance, inspection, or service program from scratch.
- Experience with parts distribution or an e-commerce parts channel.
- Experience in a fast-growing, result-driven environment.
- Bachelor's degree, or equivalent experience.
