VP of Aftermarket & Customer Service

Part of Dover Corporation’s Engineered Systems segment, Vehicle Service Group (VSG) is a strong, diverse and dynamic global leader in the vehicle service industry. VSG comprises 13 major vehicle lifting, wheel service, diagnostic and collision repair brands: Rotary Lift®, Chief®, Forward®, Direct-Lift®, Ravaglioli, Hanmecson®, Revolution®, Elektron, Blitz, Nogra, Butler, Space and Sirio.

SUMMARY:  Responsible for developing and executing the VSG Parts and Service business strategy in the Americas.  This is a critical leadership role that requires strategic thinking, operational excellence, and the ability to inspire and motivate cross-functional teams to achieve Aftermarket objectives while exceeding customer expectations. 

 

COMPANY OVERVIEW: Dover’s Vehicle Service Group is the global leader in designing and manufacturing vehicle service, collision and automotive OEM equipment. It is one of the founding companies of Dover Corporation, an eight billion dollar diversified global manufacturer. VSG consists of fifteen leading vehicle lifting brands (Rotary, Forward, Blitz, Ravaglioli etc.), collision repair (Chief), wheel services, diagnostics (Butler, Rotary, Chief and Ravaglioli) and tier-one automotive brands (WARN Automotive) with operations worldwide, including regional business operation centers and large manufacturing facilities in the U.S., Europe and Asia.

 

RESPONSIBILITIES:

• Develop and implement a Parts and Service strategy to increase market share and add growth opportunities leveraging complimentary products to the existing offering portfolio. 
• Create a marketing strategy for recommending parts and services to existing customers and an outlet to attract new conquest customers using the Parts and Service area of the business.
• Partner with internal Supply Chain teams to develop an inventory stocking and replenishment  model to ensure business success.
• Partner with dealers to develop a shared inventory and consumption model with clear visibility of parts supply in addition to developing incentives to drive the right behaviors.
• Stay current with industry and market trends and apply learnings to the VSG Aftermarket strategy.

• Create detailed budgets and forecasts, including annual sales and profitability targets to meet business and company financial and growth goals.  

• Track and report internal progress to targets, utilizing technology and automation to reduce errors and administrative burden.
• Direct and coordinate activities relating to part quotations, including ensuring e-commerce ease of use.
• Developing innovative techniques for recommending parts and services to customers that generate incremental sales.
• Appraise existing offerings compared to competitors in terms of price, specifications, and delivery model and recommending changes in sales techniques, process design, or other procedures as necessary to achieve goals.
• Communicate regularly with internal functional teams including  Operations, Service, Training, and Sales to effectively manage and grow and develop the parts and service processes.
• Motivate and inspire a team to achieve company goals and fostering an environment of personal development and leadership growth opportunities.

 

CRITICAL SHORT-TERM OBJECTIVES

• Develop and implement the Aftermarket structure and business strategy that:
  • Expand parts and service market share.
  • Improve supplier and customer network capabilities.
  • Create higher levels of customer satisfaction and loyalty