After Market Manager

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.

• 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 and problem-solving skills to drive continuous improvement.
• Able to communicate clearly and convey ideas and facilitate understanding
• Ability to learn quickly and apply learning to meet company goals and objectives
• Ability to foster a positive and collaborative work environment
• Able to adapt to changing circumstances
• Able to monitor and use evaluation skills to address associate performance levels and growth
• Ability to work within set business hours to support internal and external customers
• Ability and willingness to travel for business needs
• Able to document tasks, responsibilities, and objectives and report to upper-level management.
• Able to enforce company policy and procedures
• Ability to assist in resolving conflict in the workplace

Education and Experience

• 5+ years of experience in sales, customer service, or a related industry, with at least 2 years in a leadership role.
• Experience in the equipment or aftermarket product industry preferred.
• High School diploma or equivalent required. Bachelor's in business administration/management, marketing, communications, or related field, preferred.
• Proven experience in developing, executing, and implementing assignments and tasks
• Experience coaching and providing leadership guidance
• Experience in developing and delivering a customer-centric approach
• Experience in developing and implementing successful customer service strategies
• Strong experience in developing and delivering high service standards

Nature and Scope

This position reports to the EVP of Solutions

Environmental Job Requirements

The SSMH general working environment consists of moving machinery and mechanical parts in outdoor areas and office work in indoor areas. This role requires working at a desk using a computer and driving/traveling in car around assigned territory and potentially throughout our Florida and Georgia markets. Occasional walking in the shop area, painting area, and other areas of the facility, which have moving machinery and dusty, noisy, and drafty environments may be necessary. Fumes, airborne particles, toxic or caustic chemicals may be present in outdoor, well-ventilated areas. These areas involve walking on a concrete floor which may have temporary cracks appearing in the floor, causing an uneven walking surface. Safety Shoes and PPE will be required to be worn depending on the work area environment.

Physical & Mental Job Requirements

The majority of this position requires driving/travel by automobile and will require prolonged periods of sitting and driving in light to heavy traffic. At times, this position will require travel to other branches in Florida and Georgia. This role may also require sitting at a desk utilizing a computer and monitor frequently - 85%. Visual fatigue may happen with extended periods of computer use. Walking up and down stairs, on carpet, tile, and concrete areas is necessary in this position – 10%. Outside exposure is present in this position, depending on customer or delivery needs - 20%. Of an 8-hour workday, the employee would typically spend time doing the following: standing 5%; walking 5%; sitting and/or driving 80%; using hands and arms 100%; stooping, kneeling, crouching, or crawling 1%; hearing and talking 100%. The ability to learn, remember, focus, and integrate information for decision making, problem-solving, and comprehension will be needed 100%. In this position, moderate noise is expected, examples include typical warehouse, machinery, and business office noise from computers and printers and exposure to noise from light foot traffic. This position also requires traveling by car regionally, so exposure to traffic and highway environments – 75% Distance/near clear vision is critical. Ability to lift up to 20 lbs.

Optional Physical & Mental Requirements:

• Air travel will also be required in this role to serve and connect with nationally located customers and customer locations.

Job Description

This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain an inventory of all duties, responsibilities, and qualifications required of associates assigned to this role, and associates may be asked to assist with other duties. This description supersedes any previous documentation for this role. Management reserves the right to add or change the duties of the position at any time.

About Southern States Material Handling

We are Florida & Central Georgia's source for Material Handling Solutions with branches throughout Tampa, Lakeland, Winter Haven, Orlando, Ocala, Jacksonville, Columbus, Albany, Macon, and Valdosta. We offer a wide range of material handling solutions for new and used equipment rentals and sales. As a leading provider of Toyota forklifts for over 70 years and Raymond forklifts for over 20 years, our commitment to quality, reliability, and customer satisfaction is unmatched. Our comprehensive offerings include OSHA-compliant operator training, forklift parts and maintenance, fleet management services, advanced automation engineering and design, and more.