The Representative Success Manager - Burner Systems leads the Applications/Inside Sales and Aftermarket Parts teams, providing responsive technical and commercial support to representatives and distributors. Reporting to the Vice President, Genuine Parts & Digital Solutions, this hands-on manager supervises 5+ direct reports, balances workloads, and cross-trains staff to support both teams as demand shifts. The role oversees RFQs, technical proposals, order entry, parts requests and case management, and steps in directly when needed to maintain timely, accurate service.
The manager advocates for representatives internally and works with Sales, Engineering, Pricing, Manufacturing and Supply Chain to resolve issues and coordinate solutions through the appropriate approval processes. This includes recommending feasible technical solutions for Engineering approval and pricing adjustments for internal review. The role also leads execution of commodity boiler parts growth across representative channels, develops staff and sales tools, and improves processes, offerings and lead times. Success is measured by representative satisfaction, parts growth, quote turnaround, order accuracy, case resolution and cross-training coverage.
Essential Duties - Lead and develop a team across Applications/Inside Sales and Aftermarket Parts. Cross-train staff so people can move between the two teams as workload changes.
- Serve as a working manager. Step in directly on RFQs, technical proposals, order entry, parts requests and case management for either team when workload calls for it.
- Manage the RFQ, proposal, order entry and case management processes for spare parts, conversions and new burners. Make sure the work is accurate and on time, with follow-up tracking and reporting.
- Lead technical proposal development. This includes reviewing customer specifications, coordinating with Sales and Engineering, and recommending feasible solutions for Engineering approval. Work closely with the Milwaukee Asset Life Cycle team to keep processes aligned.
- Act as the representatives' internal advocate. Escalate their issues and recommend solutions on pricing, commissions, disputed invoices, MRAs/restocks and technical requests through the appropriate approval processes.
- Partner with the Pricing team to recommend adjustments to system pricing based on market, customer and representative feedback. Recommend pricing on individual orders through the internal approval process.
- Lead execution of commodity boiler parts growth across our representative channels. Share growth targets with Sales, and recommend new offerings based on customer and representative feedback.
- Develop, maintain and improve standard proposal documents, pricing tools, technical presentations and sales tools with the Sales Technologies team.
- Partner with Manufacturing and Supply Chain to streamline offerings, improve efficiency and give accurate lead times.
- Identify opportunities for new or improved aftermarket products, services, packaging and programs.
- Provide supervision, performance reviews, training and development for assigned staff.
Success Measures - Representative satisfaction
- Aftermarket and commodity parts growth
- Quote turnaround time
- Order accuracy
- Case resolution time
- Cross-training coverage across both teams
Qualifications Required - Bachelor's degree in business, engineering or a related field, plus 7+ years of applicable experience. 10+ years of experience may be considered in place of a degree.
- 2+ years supervising direct reports.
- Experience in channel or distributor management.
- Experience in technical or applications support.
Preferred - Burner or combustion industry experience.
- Aftermarket operations experience.
- Inside sales or sales operations experience.
- Experience with IFS (ERP) and Salesforce.
Work Environment - Office and production plant environment.
- Occasional travel to customers, representatives and exhibitions.
Benefits of Being a Cleaver-Brooks Employee - Competitive salary
- Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary supplemental benefits (Critical Illness, Hospital Indemnity, Personal Accident Injury), FSA, HSA, life insurance, short term and long-term disability
- Cash matching 401(k) plan
- Employee assistance program (EAP)
- Pet insurance
- Employee discount program
- Tuition assistance
- Paid time off and 11 paid holidays
