Aftersales Commercial Support Manager (Sales)

Job Title

Aftersales Commercial Support Manager (Sales)

Job Category

Product Support

Job Description

What starts with YOU, moves the world!

Hyster-Yale Materials Handling, Inc., a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented “Aftersales Commercial Support Manager” in Greenville, NC.

Here at Hyster-Yale, we are always looking for new talent with curiosity and drive to join our team. We offer a variety of career opportunities in engineering, manufacturing, sales, marketing, finance and more!

What you will do:

• Selected incumbent will be responsible for driving attainment of defined assessment elements to produce increased sales and profitability for dealers and HYMH through achievement of key performance indicators. 
• This role requires travel, as it is "field based" 75% plus.
• Execute a defined dealer assessment process for aftersales parts and service to drive the adoption of key enabling behaviors which will result in parts and service performance excellence.
• Positive Aftersales Commercial support results will be achieved by leveraging the following focus categories and their sub-components:
  • Commercial Optimization & Enablement
  • Digital Solution Engagement
  • Customer Experience and Parts & Service Ops Optimization

• The Aftersales Commercial Support Managers are to be fully capable of providing the dealer organization with both operational and sales support. 
• Utilize support from HYMH personnel to facilitate maximum dealer assistance on both Operational and Marketing issues. 
• The Aftersales Commercial Support Managers must assist the dealers in all facets of their Aftersales Operation and Marketing efforts while remaining focused on the overall objectives of the position to grow both the dealers and HYMH’s Aftersales penetration.

Who you are:

Customer Experience:

• Ensure dealer participation & tracking of customer satisfaction surveys (Net Promoter Score) per HYMH guidelines.
• Ensure dealer support and participation of HYMH defined service safety compliance program by achieving an acceptable ISNetworld scorecard grade.
• Evaluate Technician Support Readiness by ensuring dealers are:

a.) Maintaining acceptable service tech coverage & certification levels

b.) Achieving acceptable warranty star rating c.) Have an identified certified technical expert responsible for implementation of defined service support technology

• Ensure dealer service team is properly supporting HYMH Fleet high profile customer SLAs

Parts & Service Ops Optimization:

• Ensure dealers are adopting MDI and approaches to leverage inventory deployment to optimize first pass completion and effective working capital management
• Participating in new product readiness programs for parts and service to ensure adequate level of new product support is achieved
• Maintaining effective management systems and KPI’s to support parts fill level, first pass completion, response times and PM completion
• Maintaining organized and orderly parts and service operation facilities which minimize contaminates and meet standards for hydraulic cleanliness

Commercial Optimization & Enablement:

• Direct the dealers for attainment of all Aftersales goals in assigned areas for OEM, Commodities and Unisource parts sales. Track AIP YOY growth trends and communicate volume vs. rebate target performance to dealer leadership personnel. Deploy Aftersales account development strategy to convert target low PPI accounts. Facilitate Aftersales School, Team-up and Local Dealership training events
• Achieve parts sales representative, CSR, and sales manager coverage ratio as outlined in DBP objectives

Digital Solution Engagement:

• Ensure dealer execution & alignment with service transformation initiatives:

• Implementation of "virtual" expert technology
• OneXP Alignment (Service Max) or implementation of other service automation systems that are compatible with HYMH systems.

What you will need:

• BS/BA Degree and / or 5 to 7 years’ experience selling industrial products for manufacturer or dealer.
• 7+ years’ experience

Skills, Experience & Abilities

• Excellent managerial, time and territory, and marketing skills
• Knowledge of wholesale and retail parts / service operations and sales, lift truck markets, product specifications, customer requirements.
• Knowledge and ability to create, implement, and assess ongoing progress of a marketing plan specifically directed toward a retail dealer top management
• Ability to effectively communicate and instruct dealer Management team in the operation, use and implementation of managed inventory, contact management and tech sales programs
• Advanced technical product background, overall knowledge and experience with parts and service marketing and operations

Who we are:

Hyster-Yale designs, engineers, manufactures, markets, and services a complete range of application-tailored lift trucks, attachments and fuel cell solutions that are transforming the way the world moves materials. As a global leader in the Materials Handling industry, Hyster-Yale has been building relationships with our customers, suppliers, dealers, and employees for over 90 years.

What we offer:

Hyster-Yale offers competitive pay, tuition reimbursement, supportive work environment, hybrid work option, and opportunities for growth and development. A full benefits package: paid time off; medical, dental, vision, and life insurance, employer-sponsored profit sharing and 401(k).

#LI-TE1

#REMOTE

Job Type

Permanent

Time Type

Full time

40

Travel Required

75% or more

Primary Location

HY US Greenville, NC (Headquarters)

Address

1400 Sullivan Drive

Zip Code

27834

Field-Based

Yes

Relocation Assistance Available

No

We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.

EOE/Minorities/Females/Veterans/Disabled