Description

Position at Carolina CAT - Construction

Summary

The Aftermarket Sales Manager is responsible for directing all parts and service sales efforts within his/her given territory. This includes managing and developing a team of Product Support Sales Reps (PSSRs), driving parts and service revenue growth, growing Caterpillar parts and labor market share, and building strong customer and supplier relationships. The Aftermarket Sales Manager is accountable for the territory's overall parts and service business plan, standard work to drive accountability, coverage model, market share and profit goals, and for running a disciplined cadence of standard work and KPI reviews across the PSSR team.

Essential Functions

• Develop and execute a territory business plan for parts and service sales, monitoring budget performance and sales units and dollars for the PSSR team.
• Support the growth and profitability of Caterpillar parts market share, as measured by POPS-C (Percent of Parts Sales-Cat) across all Caterpillar parts commodities (Undercarriage, Engine, Ground Engaging Tools, Drive Train, Hydraulics, Filters and Fluids, Electronics & Electrical Components, Structural/Appearance/Other).
• Manage the growth and profitability of labor market share, as measured by POLS (Percent of Labor Sales), through salesmanship, offerings and campaigns executed by the PSSR team.
• Direct, motivate, develop and manage the performance of the PSSR staff to achieve the territory's parts and service market share, profit and business plan goals. This includes standard work to drive accountability, training and development, sales coverage and territory planning, account development, monitoring sales calls and preparing reports, compensation planning, and conducting performance evaluations through the standard work and KPI review cadence described below.
• Manage customer call cycle coverage across the PSSR team, ensuring a diverse customer base is covered as measured by PAR (Percent Annual Rate), consistent with the territory coverage model.
• Develop and maintain an excellent working relationship with Caterpillar and their field representatives to support service programs and campaigns and achieve overall territory goals.
• Ensure the PSSR team maintains accurate customer account information and equipment population within the corporate CRM system, and review reports and associated paperwork detailing customer calls, sales activity and commissions.
• Work effectively with other department managers (Service, Parts, Warranty, Sales) to ensure parts and service work is performed as quoted and scheduled, and to maintain a standard of excellence in customer service.
• Serve as an escalation point for customer relationships within the territory, supporting PSSRs in maintaining a single point of contact for their assigned accounts.
• Partner with Marketing, Sales Operations and Finance to maintain and refresh the aftermarket account coverage model, and contribute to a documented Sales Management Operating Model (playbook) covering PSSR standard work, account assignment, KPIs, and performance review cadence.
• The Aftermarket Sales Manager establishes and runs a consistent cadence of team and individual touchpoints to drive accountability, coaching and pipeline visibility across the PSSR team:
  • Weekly: Team call with all PSSRs to recap sales activity, open opportunities and pipeline (notes distributed to the team afterward).
  • Monthly: One-on-one review with each PSSR covering sales scorecard results, PAR performance, POPS-C/POLS performance, lost sales and lessons learned, quote volume and pipeline management, and top/conquest accounts.
  • Monthly: Team meeting to recap territory-level metrics, market share performance, and business plan progress.
  • Quarterly: Territory business review covering program and inventory/operations updates, competitive intel and industry trends, and coverage or account assignment changes.
  • Semi-Annual: "Business Board" review where each PSSR presents progress on their book of business, roadblocks, and updates to their account and territory plan.
  • Annual: Participate in the broader Carolina CAT sales meeting and support branch-level team-building activities.
  • Track leading indicators - competitive intelligence, industry trends, and coverage/lead flow - to inform territory strategy and proactive account planning.
  • Review the current sales compensation framework periodically and recommend improvements or changes.
  • Partner with Finance and Sales Operations to monitor territory P&L performance (gross profit, direct expense, and profit vs. budget and benchmarks).
• Other duties as assigned.

Coverage Responsibilities

The Aftermarket Sales Manager owns territory coverage planning and works with Marketing and Sales Operations to keep the coverage model current and cost-effective:

• Maintain and refresh the parts & service account coverage model, balancing coverage effectiveness against cost to serve across the customer spectrum.
• Ensure PSSR coverage spans Strategic Accounts, Large & Medium Accounts, and Retail Accounts, plus specialty segments.
• Coordinate with Marketing resources on retail account coverage and marketing owned tiers of coverage.
• Assign and periodically reassess account and territory assignments across the PSSR team to ensure balanced workload and a diverse customer base, as measured by PAR.

Supervisory Responsibilities

This position has supervisory responsibility for the Product Support Sales Reps within a designated territory, including hiring, training, coaching, performance management and compensation planning.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• College or technical degree preferred.
• Successful previous experience as a PSSR or product support/parts and service sales manager, with a proven track record of consistently meeting or exceeding parts and service sales, market share and profit goals.
• Committed to continuous development, demonstrated through building and developing a sales team.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Strong business sense and experience working within an industrial or heavy equipment parts and service environment.
• Excellent mentoring, coaching and people management skills.
• Ability to travel within the assigned territory as needed to support PSSR coverage and customer relationships.

Computer Skills

Knowledge of Microsoft Word/Excel/PowerPoint, inventory/order processing software, and CRM/contact management systems. Prior experience with Caterpillar systems (such as Uptake or OLGA) preferred.

Certificates, Licenses, Registrations

Driving is an essential function of this position, and a current, valid driver's license must be maintained at all times.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to author routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Have knowledge of financial merchandising and can calculate leases.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

#CarolinaCAT