Job Description

The Aftersales Business Manager – Service is responsible for transactional, process, and project management of warranty, service business, and service-related compliance topics for CLAAS of America Inc. (CoA).

Warranty:

• Responsible for all aspects of warranty management for CoA including overseeing day-to-day activities of any warranty personnel.
• Monitors state laws, federal regulations, or North America standards for warranty guidelines and regulations.
• Creates, maintains, and deploys CoA Warranty Policy Manual while ensuring alignment with CLAAS Service and Parts (CSP) Warranty Directives, and Customer Delivery Report documentation for machine delivery to end customers.
• Ensures warranty claims are properly processed, warranty returns parts process is secure, and warranty claim credit notifications are processed in a timely manner.
• Liaison with CSP in Germany regarding all warranty related topics.
• Manages departmental relationships; establishes and adapts processes and procedures where needed to ensure seamless warranty administration processes.
• Researches, creates, maintains, and evolves industry-best factory warranty offer(s). 
• Develops and manage New and Used market strategy for extended coverage products. 

Service Business:

• Coordinates with Region Technical Managers and Territory Technical Representatives with all field support needs related to Service promoting and cultivating the service business through all channels.  
• Coordinates with Digital Business, connecting and integrating elements of service business with multiple digital platforms. 
• Coordinates and aligns with CoA parts marketing on the promotion of aftersales business products.
• Leads the deployment of all current and future North America dealer service support tools, programs, and products necessary for a successful CLAAS Aftersales Business in service.
• Coordinates with region field support staff to develop tactics to support improved dealer service performance and profitability.  
• With oversight of Director of Service, leads the deployment of all dealer service quality targets deemed applicable to Dealer Profit Builder Service Quality Targets.

Compliance:

• Monitors state laws, federal regulations, or North America standards in collaboration with CLAAS homologation experts for any technical documentation, repair documentation, operator’s manuals, or other service tools intended for dealer use and/or end customer use.
• Liaison with necessary parties in CLAAS and lead the deployment of all service tools and documentation intended for dealers and/or end customers in North America. 

Your profile:

• Bachelors’ Degree with emphasis in a technically related field or equivalent experience – Agriculturally based study, a plus.
• Minimum of 5 years’ management experience, tested problem solver, and solid corporate communicator within technical service-oriented industry.
• Agricultural machinery service experience at either a dealer or OEM level, preferred.
• Strong ability to analyze equipment performance issues and find resolutions.
• Minimum of five years leading exempt level employees, including training and staff development; Ability to give employee feedback in verbal and written form succinctly and timely.
• Excellent technical communication skills in both written and oral form with excellent interpersonal skills.
• Proven skills in directing service initiatives as well as dealer relations cooperatively with internal departments.
• Strong leadership qualities, with a good mix in delegating and controlling. Excellent capability to praise, critique, motivate, and lead technical experts.
• Strategically minded, well organized and disciplined with ability to multi-task, and is able to manage multiple projects simultaneously.