After Sales Service Manager

Job Title: After Sales Service ManagerReports to: Equipment Division General ManagerJob SummaryThe After Sales Service Manager leads and grows the aftermarket segment of the Equipment Division, managing technical service delivery, preventative and proactive service programs, service contracts, spare parts strategy, and customer support initiatives post-installation. This role ensures customer satisfaction, drives revenue through repeat business and value-added service offerings, and supports the long-term success of equipment installations. The manager works closely with the PMO Manager to transition projects into the warranty phase and maintain service continuity. As Volm is a distributor of equipment from international OEMs, this role requires close collaboration with global suppliers to develop and execute service strategies that meet the needs of North American clients while supporting Volm's business objectives and vendor relationships.Supervisory ResponsibilitiesProvide strong leadership, setting a positive example and fostering a collaborative work environment.Manage and develop a team, providing feedback, coaching, and guidance to support their growth and success.Set goals, plan work, and allocate tasks to ensure efficient utilization of resources and alignment with organizational objectives.Maintain open and effective communication channels within the team and with other stakeholders.Monitor team performance, provide timely feedback, and address performance issues as needed.Identify training and development needs and support the professional growth of team members.Resolve conflicts and make informed decisions to drive success.Ensure compliance with company policies and regulations.Essential DutiesDevelop and implement strategic plans to grow aftermarket sales, including parts, service agreements, upgrades, and preventative service initiatives designed to increase equipment uptime and generate incremental revenue for the department.Design and execute a spare parts strategy that ensures availability, responsiveness, and profitability, in alignment with Volm's business goals and vendor expectations.Manage service contracts tailored to customer needs and equipment lifecycle, contributing to recurring revenue streams.Lead customer follow-up efforts post-installation to resolve issues, gather feedback, and identify upsell opportunities.Collaborate with purchasing, field service, and international OEM partners to align offerings with customer needs and supplier capabilities.Coordinate with the PMO Manager to assume responsibility for projects at the start of the warranty period and ensure seamless service handoff.Oversee CRM usage and ensure consistent follow-up and documentation.Manage service documentation, reporting, and compliance with safety, quality, and regulatory standards.Provide regular updates to senior leadership on sales performance, customer feedback, and market trends.Analyze contract renewals, pricing strategies, and promotional campaigns.Track service metrics and customer satisfaction indicators to inform strategic decisions.Build and maintain effective working relationships with international OEM suppliers, coordinating service expectations, parts availability, and warranty support.Promote a culture of accountability, customer focus, and continuous improvement.Required Skills and AbilitiesStrong leadership and management skills with the ability to mentor and develop teams.Excellent communication, negotiation, and customer service skills, including cross-cultural and cross-time zone collaboration.Ability to plan, organize, and oversee multiple projects and service programs simultaneously.Analytical, problem-solving, and decision-making mitment to safety, compliance, and customer satisfaction.Proficiency in CRM and service management systemsEducation and ExperienceKnowledge of engineering, business, and sales principles normally acquired through completion of a bachelor's degree in Engineering, Business, Sales, or a related field, and/or equivalent work experience.Minimum of 5 years of experience in technical service, after-sales support, or equipment maintenance.Proven leadership experience with a track record of growing sales and service teams.Experience managing international vendor relationships and cross-border logistics, preferred.Knowledge of equipment lifecycle, warranty management, and spare parts logistics, preferred.Physical RequirementsAbility to stand, walk, and move around for extended periods of time.Capability to lift and carry objects of various weights up to 50 pounds occasionally.Proficiency in using hands, fingers, and arms for tasks such as typing and writing.Sufficient visual acuity to read documents and recognize details at close and distant ranges.Ability to hear and understand verbal communication.Flexibility to bend, stoop, and reach low or high objects.Ability to perform physically demanding tasks, such as lifting, pushing, pulling, or carrying heavy objects.Adaptability to work in varying environmental conditions, such as temperature extremes, noise, dust, or fumes, depending on the nature of the job.Willingness to adhere to safety protocols and wear protective gear, including helmets, goggles, gloves, and safety shoes, as required by the pany Culture & ValuesA Commitment to Our Purpose (COMMITTED PEOPLE) - Our mission is to serve and build up our customers, suppliers, communities, and each other, guided by the principles of our Lord Jesus Christ. The commitment to serving and building up is easily seen in those employees that exemplify this value.Without Our Customers We Are Nothing (CUSTOMER FIRST) - We realize that we are blessed to serve our customers and without them, our company does not exist. They rely on us for their success and that is a responsibility we cannot take lightly. Our focus must be on serving them with as seamless communication and access to products as possible.Kind, Humble and Positive (HUMBLE) - These positive traits do not mean being a doormat to others. But when a person is kind, humble and positive it comes through in their genuine caring for those around them.A Desire For "Expert" (EXPERTS) - Our people want to be seen as the experts in their specific roles. From how we convert a bag efficiently and with highest quality, to knowledge of the product portfolio, to desiring to know more about tax or human resource policy - the desire for "expert" drives us in each of our tentional Growth - Developing of Self and Others (PERSONAL GROWTH)- Times, tools, and customer expectations change. Our team members are interested in developing themselves and those around them. We know that a stronger team is one that makes our customers and our fellow employees happier.Strong Work Ethic (HARD WORKERS) - The commitment to serve those around us is honorable and we respond to this by putting our strongest effort into that purpose.High Expectations of Self and Others (HIGH EXPECTATIONS) - We expect ourselves, and those around us, to put in our best effort. When others struggle, we help them align towards perfection. When we struggle, we are open and humble to hear it and course-correct accordingly.If It Isn't Safe, We Don't Do It (SAFETY) - All people deserve to return home to their loved ones safely and work in an environment where they can best execute their tasks safely. When choosing between safety and profit, safety and efficiency, safety and feelings, safety, and "x" - we choose safety.Travel RequirementsThis position requires occasional overnight travel and occasional travel within the workday.Driver QualificationThe ability to drive a company owned/leased vehicle or personal vehicle on behalf of the company is required Inclusion in the company's driver qualification program is required to drive a company owned/leased vehicle or personal vehicle.Becoming a qualified driver includes:Agree to the company driving policies that apply to company owned/leased vehicle or personal vehicle as applicable.Possess and maintain a valid driver license and be a minimum of 21 years of age.Maintain an acceptable driving record, as evidenced by completion of a baseline motor vehicle record check and ongoing monitoring.When driving a personal vehicle on behalf of the company, must provide a copy of the declaration page from personal auto insurance that shows the policy dates and minimum coverage amounts ($300,000 bodily injury per accident/$100,000 property damage per accident or if driving less than 5 hours/200 miles a year $50,000 bodily injury per accident/$10,000 property damage per accident or the state minimum, whichever is more). This requirement is initially and then annually thereafter.This job description is intended as a general outline of the primary responsibilities of the position. It is not intended to be an exhaustive or comprehensive list of all duties, responsibilities, or activities that may be required. The employer reserves the right to modify, add, or remove any responsibilities, duties, or activities as deemed necessary with or without notice.Volm Companies is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities and other protected characteristics. If you require reasonable accommodation to perform the essential functions of the job, please inform us and we will work with you to address your needs.

Created: 2026-01-05