Position Purpose

Contribute to making Southern States Material Handling a leader in the material handling industry by overseeing the After Market team to ensure exceptional customer service and solutions performance. With a focus on new service contracts/equipment adds. This role involves supervising daily After Market operations, providing strategic direction, and driving the growth of After Market customer accounts. The After Market Manager will work closely with internal team members to develop strategies that enhance customer satisfaction, increase revenue, and maintain high service standards.

 

Major Tasks, Responsibilities, and Key Accountabilities

• Responsible for team leadership and development
• Provide leadership and guidance to Service Advisors and After Market team to ensure the highest levels of customer service and solutions support.
• Responsible for ensuring team objectives and targets are met.
• Monitor individual and team performance, providing coaching and feedback as needed.
• Conduct regular meetings to review goals, discuss challenges, and align strategies.
• Create and develop strategies to implement, achieve or exceed company and departmental sales goals and ensure financial targets are met
• Ensure all team members follow and perform safe working practices
• Actively engage in the recruiting process with the recruiting team to hire new associates
• Design, develop, and implement training and development plans for new associates to ensure the highest levels of customer service and solutions support.
• Support After Market associate’s in building and maintaining positive relationships with customers through regular onsite visits and communication.
• Oversee the resolution of customer product or service issues to ensure prompt and satisfactory solutions.
• Collaborate with New & Used Account Managers to drive account growth and retention.
• Assist After Market associates in identifying new sales opportunities, including cold calling, upselling, and cross-selling.
• Review and approve customer proposals, quotes, and presentations to ensure alignment with company objectives
• Ensure the accuracy and efficiency of CRM management and customer data maintenance.
• Monitor service completion for Scheduled Maintenance (SM) and Extra Care (EC) accounts.
• Oversee the quoting process for lease return units and additional service needs.
• Ensure After Market associates are trained in OSHA-approved Operator Safety Training and Train-the-Trainer programs.
• Maintain compliance with industry regulations and company policies.
• Analyze performance metrics, customer feedback, and sales data to identify areas for improvement.
• Provide regular reports to senior management regarding After Market team performance and customer satisfaction.
• Responsible for monitoring team performance and ensuring associates are productive and meeting or exceeding expectations
• Work to actively resolve customer and team inquiries and issues effectively and efficiently
• Create a positive work culture that inspires and motivates associates to work together.
• Fulfill leadership-required administrative duties for all reporting personnel. These may include, but are not limited to, timecard reviews, annual reviews, counseling sessions, PCRs, one-on-ones, audits, tracking, scheduling and performance management.
• Any other duties assigned needed to help drive our Vision, fulfill our Mission, and abide by our Organization's Values.

 

Qualifications and Skills

• Strong leadership skills with proven ability to lead, mentor, and develop a high-performing team.
• Proven ability to maintain positive customer relationships and resolve issues efficiently.
• Excellent verbal and written communication skills with high attention to detail.
• Proficiency in MS Word, Excel, Outlook, and CRM systems.
• Ability to prioritize multiple responsibilities, manage time and projects and organize tasks according to needs
• Able to make sound decisions under pressure and time constraints
• Ability to multi-task, meet deadlines and work in a fast-paced environment.
• Strong analytical