Manager, After-Sales Service And Parts

CMI Mulching, a manufacturer of forestry mulching equipment, is hiring a new Manager, After-Sales Service and Parts as part of the structural development of its sales service department.For more than 20 years, CMI has designed and manufactured forestry mulchers known for their power, mechanical simplicity and durability. Behind every machine is a passionate team, local know-how and a commitment to building equipment that makes a real difference in the field. At CMI, every person makes a tangible contribution to our success and to the evolution of our products.POSITION SUMMARY
Reporting to the Sales Director, the Manager, After-Sales Service and Parts oversees two essential pillars of the CMI customer experience: the after-sales technical support provided to our dealer network and the Parts department. You are responsible for managing technical support requests, the warranty program, recall campaigns and the performance of the Parts department.A hands-on and analytical leader, you will implement the tracking tools, key performance indicators (KPIs) and processes that will enable CMI to resolve issues faster, improve the reliability of its machines and grow parts sales. You are also the champion of the SyteLine enterprise resource planning (ERP) system for the Parts department.RESPONSIBILITIES
Team Management
Lead, coach and develop the after-sales service and parts team.Set priorities, allocate the workload and provide backup during peak periods and vacations.Document and standardize after-sales service and Parts department processes.After-Sales Technical Support
Manage all technical support requests (calls and emails) from dealers and customers, as the original equipment manufacturer (OEM).Implement and maintain a request tracking tool (ticketing system) ensuring the traceability of every case through to resolution.Develop and monitor support KPIs: failures by model and by component, resolution time, open and pending cases, recurring issues.Help design, launch and manage recall or modification campaigns and service bulletins, in collaboration with Engineering and Production.Lead a monthly technical call with all dealers to review ongoing issues, pending cases and the progress of engineering projects.Act as the link between the field and Engineering to ensure quality issues are documented, analyzed and corrected.Support dealers remotely (hydraulic, engine and electrical diagnostics) when support specialists are unavailable.Warranty
Manage the entire warranty process: receipt, analysis, approval and follow-up of claims.Develop and monitor warranty KPIs: number and cost of claims, reimbursement time, warranty reporting by dealer and by model.Handle recovery from suppliers where applicable.Parts Department
Oversee Parts department operations: quotes, order entry, purchasing, inventory and shipping.Develop and monitor parts KPIs: parts sales, inventory levels, stock turnover and movement, First Pass Fill rate, and on-time in-full (OTIF) deliveries.Optimize processes to increase parts sales, reduce lead times and prevent stockouts.Manage parts shipping and coordination with carriers.Act as the SyteLine ERP champion for the Parts department: mastery of the system, process improvement, user training and data reliability.REQUIREMENTS AND QUALIFICATIONS
College diploma (DEC) or vocational training in heavy equipment mechanics, industrial mechanics, electromechanics or a related field;
any equivalent combination of education and experience will be considered.Minimum of 5 years of experience in after-sales service, parts or technical support, ideally with an industrial, forestry, agricultural or heavy machinery original equipment manufacturer (OEM).Experience managing a parts department or working closely with one;
good understanding of how a parts department operates at an industrial OEM.People management experience (minimum of 2 years).Strong technical knowledge of hydraulics, diesel engines and electrical systems.Excellent computer skills, including Excel (pivot tables, advanced formulas) and artificial intelligence tools.Experience with an ERP system (SyteLine/Infor an asset).Bilingual in French and English, both spoken and written;
English is required to support our dealers in the United States and English Canada.IDEAL CANDIDATE
An engaging leader, able to structure a team and help it grow.Strong customer focus and a sense of urgency when machines are down.Technical curiosity and a knack for understanding how our machines work.Thoroughness, strong organizational skills and the ability to manage multiple priorities at once.Comfortable with technology and motivated to automate and improve processes.Excellent communication skills, with dealers as well as with Engineering and Production.WORKING CONDITIONS
Position based at our plant in Saint-Cyrille-de-Wendover.Day schedule, Monday to Friday;
occasional availabilityrequired outside regular hours for dealer emergencies.Occasional travel to dealers or customers and to trade shows (Canada and United States);
valid passport required.WHAT WE EXPECT
Within the first 30 days:
Focus on parts: learn how the department works from A to Z (quotes, orders, purchasing, inventory, shipping and SyteLine) and be able to replace the parts clerk during peak periods and vacations. Become familiar with the technical support and warranty structures, and propose the first support tracking and reporting tools.After 6 months:
Tracking tools for support requests and warranty claims are in place and used by the team. The first KPI dashboards (parts, support and warranty) are produced monthly. The monthly technical call with dealers is established. The manager is able to independently replace each team member and to support dealers remotely.After 12 months:
Parts department processes are optimized and documented in SyteLine, with a measurable improvement in First Pass Fill, OTIF and shipping lead times. Support resolution times and warranty reimbursement times are reduced. A structured recall program is in place, and failure data by model feeds Engineering improvement projects.WHAT WE OFFER
A strategic management role with a direct impact on the satisfaction of our dealers and customers.The opportunity to build and structure a department in full evolution.A human-scale Quebec manufacturing company that exports throughout North America.
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