5-7 years of supervisory or management experience in a related field
Experience in aftermarket parts and service support
Exceptional customer service skills
Strong verbal and written communication abilities
Proficient in computer applications relevant to the role
College degree or equivalent experience preferred
Must have valid work authorization in the U.S.
Responsibilities
Lead and mentor Customer Service Advisors (CSAs) to enhance service work and customer account management
Conduct regular customer visits to identify growth opportunities
Drive aftermarket business through collaboration with parts departments and promotions
Provide consistent support to Service departments and streamline processes
Engage with Operations Managers to address store issues and review performance metrics
Set regional direction for aftermarket activities and training initiatives
Foster a positive work environment focused on teamwork and customer service
Benefits
Opportunities for professional development and training
Supportive work culture emphasizing teamwork and accountability
Engagement in safety initiatives and sound business practices
Collaboration with industry leaders and OEM partners
Access to resources for career growth and advancement
Full Job Description
The Regional Aftermarket Manager (Construction Technology) is the primary leader for construction technology aftermarket training, support, and escalation management, responsible for leading and supporting the Construction Technology Support Centers. This role coordinates support activities, strengthens OEM partnerships, and ensures consistent delivery of technical expertise and customer support while supporting the continued growth of RDO's construction technology business.
Specific Duties Include:
Lead, coach, mentor, and train CSAs to promote, assess, and close service work, managing CSA and customer accounts with a sales manager mindset.
Conduct weekly customer visits and quarterly reviews of customer accounts to identify growth opportunities and drive conquest initiatives.
Assist in driving aftermarket business through parts department initiatives, collaborating with Deere on promotions, and utilizing allocated funds.
Work with Service departments to provide consistent support, including E-walk usage and text messaging.
Collaborate with ALS to streamline oil sample processes.
Participate in monthly financial calls to review regional performance.
Engage and support Operations Managers, review WIP/BIP bi-weekly, and address store issues.
Set regional direction for aftermarket activities.
Assess training, promotion, and career growth opportunities for Service Technicians and Service/Parts Leaders.
Set up and monitor annual capstone training calendars for the region, ensuring classes are full and grades are communicated.
Develop and implement internal and external training programs, including technician capstone training and career path initiatives.
Serve as the keeper of standards for RDO Equipment Co. locations and aftermarket departments.
Conduct quarterly store walk-arounds to ensure compliance with company standards.
Drive safety culture within the region, ensuring sound and safe business practices.
Manage the evaluation, allocation, and management of physical and financial resources.
Collaborate daily with Territory Customer Support Managers and Territory Aftermarket Business Managers on service and parts-related issues.
Address warranty issues between Deere and stores, acting as the overall liaison between Deere and RDO.
Develop and maintain effective service department processes for customer satisfaction.
Manage Customer Service Advisor Program, including marketing, customer engagement, coverage needs, sales training, and extended warranties.
Foster a positive work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
Ensure completion of the Product Improvement Program and maintain professional relationships with vendors.
Perform all other duties as assigned by management in a professional and efficient manner.
Follow all safety rules and regulations and adhere to company policies and procedures.
Job Requirements:
Previous supervisory/management experience
Industry and/or aftermarket parts and service support experience
Excellent customer service skills
Strong oral and written communication skills
Strong computer skills
College degree or applicable experience preferred
Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship.
About RDO Equipment Co.
RDO Equipment Co. is a family-owned company founded in 1968 that sells and supports agriculture, construction, environmental, irrigation, positioning, and surveying equipment from manufacturers including John Deere, Vermeer, and Topcon. The company has more than 75 locations across the United States, Europe, and Russia. RDO Equipment Co. also offers equipment rental, parts, and service, and has a division that specializes in pre-owned equipment. The company is committed to sustainability and has implemented several initiatives to reduce its environmental impact, including using solar power at some of its locations.
