Director, Private Sales & Customer Service

NFI Parts™ is North America’s most comprehensive organization providing parts, technical publications, training, and support for buses and motor coaches. NFI Parts is the parts division of NFI Group, providing replacement parts for New Flyer® transit buses, MCI® motor coaches, ADL buses, ARBOC® vehicles, as well as the product lines for the acquired NABI and Orion parts businesses. Additionally, NFI Parts has extensive cross references for parts that are common with other bus, coach, and cutaway product lines and has a mature supply base and established relationships with over 1,000 suppliers. Further information is available at www.nfi.parts.com.

POSITION SUMMARY

Provide strategic leadership and coordination for all NFI Parts private sector field sales and Support Center operations. Develop and execute comprehensive sales and sales channel strategies to drive growth and customer satisfaction. Oversee and evaluate the performance of Regional Parts Manager (RPM’s), ensuring alignment with sales targets and organizational goals. Lead the Support Center (SC) team, including performance management, staffing, employee retention, and continuous improvement initiatives. Serve as the key liaison representing the Parts business in MCI customer sales strategy initiatives.

WHAT YOU WILL DO:

·         Lead and Manage Field Sales and Customer Support Operations
Provide strategic leadership to a team of 9 remote-based Regional Parts Managers (RPMs) and 2 Support Center (SC) managers. Align field sales and support center operations to ensure consistent sales performance and superior customer service delivery. Oversee and maintain key customer relationships, including management of long-term agreements and rebate programs. Resolve high-level customer escalations and issues promptly and effectively. Lead and actively participate in business-critical initiatives that impact operations, sales, and customer success.

·         Drive Strategic Sales Growth
Develop and execute strategies to grow NFI Parts' proprietary and all-makes business within the existing customer base. Utilize market intelligence, customer insights, and cross-functional collaboration to identify and capitalize on new revenue opportunities.

·         Recruit, Develop, and Drive a High-Performance Sales Team
Build and lead a results-driven, goal-oriented field sales team. Recruit top talent, and provide ongoing training, mentoring, and performance management. Define, implement and report sales KPIs and performance metrics, to ensure alignment with organizational targets. Foster a culture of accountability and continuous improvement.

·         Deliver World-Class Customer Service
Manage a best-in-class Support Center focused on exceeding customer expectations. Promote a customer-centric approach that adds tangible value to customer operations and drives long-term loyalty and satisfaction.

·         Foster a High-Trust, Collaborative Work Environment
Create and sustain a positive and inclusive workplace culture centered on teamwork, open communication, mutual respect, and ongoing professional development. Implement coaching, recognition, and retention strategies to support employee engagement and performance.

·         Represent the Brand at Customer and Industry Events
Serve as a senior representative of the NFI Parts and MCI brands at national and regional customer events. Strengthen customer relationships, increase brand visibility, and support sales efforts through direct engagement and leadership.

WHAT YOU NEED TO BE SUCCESSFUL:

•         Bachelor’s degree in Business Administration, Sales, or related field.

•         Equivalent combination of education and relevant professional experience considered.

•         10+ years of experience in sales, business development, or customer relationship management, preferably in the transportation, automotive, or aftermarket parts industry.

•         5+ years of experience in sales leadership roles, managing remote field sales teams and/or customer service/support operations.

•         Exceptional communication, leadership, and change management skills; ability to motivate and develop high-performing teams.

•         Ability to design and implement strategic sales plans aligned with organizational goals and market trends.

•         Professional written and verbal communication skills, with the ability to present to executive leadership and all customer m