Parts & Remanufacturing Manager

Department: Aftermarket

Job Summary

The Parts & Reman Manager owns the end-to-end performance of the Company’s Parts and Remanufactured (Reman) product lines. Operations and commercial growth are the priorities of this role: stabilizing and scaling fulfillment so the right inventory is in the right place and orders ship reliably, and driving Revenue, Margin, and Bookings across both product lines.

This is an execution role. The strategy is defined; this role delivers it — through fulfillment discipline, pricing execution, dealer and distributor scaling, and ecommerce and marketing partner oversight. Customer Service and Technical Support (L1, L2, and L3) report into this function as supporting capabilities that feed Part ID, Parts Order Entry, and Troubleshooting — with the explicit purpose of protecting commercial growth, conversion, and customer retention. They are held accountable to KPIs that tie directly to fulfillment performance and commercial outcomes.

Essential Functions

Operations & Fulfillment (Primary Priority)

  • Own order fulfillment performance for Parts and Reman — on-time shipment, fill rate, and order accuracy.
  • Lead a small fulfillment team; set priorities, manage performance, and remove blockers.
  • Manage inventory planning and stocking decisions across both product lines, using ABCD (or equivalent SKU tiering) analysis to prioritize investment.
  • Work with internal operations and 3rd-party logistics partners to ensure stocking levels, warehousing, and shipment execution meet customer expectations.
  • Diagnose and resolve fulfillment bottlenecks — supplier lead times, stockouts, 3PL performance, shipment exceptions.

Commercial Growth (Primary Priority)

  • Deliver the three core commercial metrics for Parts and Reman: Revenue, Margin, and Bookings.
  • Execute the defined commercial growth plan across both product lines and translate it into daily actions, targets, and accountability.
  • Conduct pricing assessments and recommend adjustments based on cost, competitive positioning, and margin targets.
  • Visit strategic customers and key dealers/distributors as needed to close opportunities, resolve escalations, and support scaling.
  • Scale the global dealer and distributor network — onboarding, enablement, and performance management — and serve as the commercial point of contact for strategic customers and key channel partners.
  • Oversee the Parts and Reman ecommerce presence, working with internal teams and external partners to drive traffic, conversion, and order volume.
  • Manage promotional programs and marketing campaigns through marketing partners, ensuring alignment with inventory availability and margin targets.

Customer Service & Technical Support (Supporting Commercial Growth)

  • Oversee Customer Service and Technical Support across L1 (front-line case intake, basic Part ID, order entry), L2 (advanced Part ID, application questions, escalated order issues), and L3 (deep technical troubleshooting, engineering interface, complex warranty/reman dispositions).
  • Position Customer Service and Technical Support as supporting functions to commercial growth — every case, ticket, and call is treated as a conversion opportunity, a retention opportunity, or a fulfillment risk to be neutralized.
  • Hold L1/L2/L3 teams accountable to KPIs that tie to commercial and fulfillment outcomes, including first-contact resolution, response and handle time, ticket aging and backlog, Part ID accuracy, order entry accuracy, escalation rates between tiers, quote-to-order conversion, and customer satisfaction (CSAT).
  • Ensure clean tier-to-tier handoffs (L1 to L2 to L3) and clean handoffs from Customer Service/Technical Support into Fulfillment so that Part ID issues, order entry errors, and troubleshooting outcomes do not create downstream fulfillment failures, lost sales, or customer escalations.
  • Drive continuous improvement in case/ticket management — reducing rework, improving Part ID accuracy at point of entry, shortening cycle times from inquiry to shipped order, and converting more inquiries into bookings.

Analytics & Reporting

  • Use SKU-level data (ABCD, margin, turns, stockout rates) to drive decisions on pricing, stocking, and promotional focus.
  • Report regularly on the three primary KPIs (Bookings vs. Plan, Revenue vs. Plan, Margin %) and the CX, OPEX, and Growth sub-targets that support them; identify root causes when targets are missed and redirect effort.

Primary KPIs

  • Bookings vs. Plan — measured monthly and quarterly against the defined Parts and Reman bookings plan.
  • Revenue vs. Plan — measured monthly and quarterly against the defined Parts and Reman revenue plan.
  • Margin % — gross margin percentage on Parts and Reman, measured against target and protected through pricing, sourcing, and mix.

Note: These three primary KPIs are supported by individual sub-targets tied to Customer Experience (CX), Growth, and Operating Expense (OPEX), which together determine whether the primary KPIs are achieved.

Knowledge, Skills, and Abilities

  • Demonstrated ability to fix fulfillment problems — inventory planning, 3PL management, stocking decisions, and shipment execution in aftermarket parts, reman, distribution, or industrial product environments.
  • Proven ability to deliver on Bookings vs. Plan, Revenue vs. Plan, and Margin % targets through pricing execution, channel scaling, and commercial discipline.
  • Proven ability to oversee tiered Customer Service and Technical Support (L1/L2/L3), define and enforce KPIs that tie back to commercial growth and fulfillment, and drive measurable improvement in case/ticket handling, Part ID accuracy, conversion, and order entry quality.
  • Strong analytical skills: SKU-level analysis (ABCD/Pareto), pricing models, margin bridges, and ERP data analysis.
  • Experience overseeing ecommerce operations and working with marketing partners or agencies to drive traffic, conversion, and promotional execution.
  • Track record scaling dealer/distributor networks, ideally globally, including onboarding, enablement, and performance management.
  • Business mindset — comfortable with Revenue, Margin, and Bookings targets and treating the Parts and Reman lines as a product P&L.
  • Excellent communication and influence skills across audiences, from warehouse and customer service teams to executives, dealers, and strategic customers.
  • Execution-oriented — translates defined strategy into daily actions and results; comfortable diagnosing root causes and redirecting effort when targets are missed.
  • Working knowledge of ERP/DMS systems and aftermarket parts catalog/Part ID processes.
  • Familiarity with BI/reporting tools preferred.

Preferred Skills

Education and Experience Requirements

  • Bachelor’s degree (preferred) in Business, Supply Chain, Operations, Engineering, or a related field — or equivalent industry experience. Field-earned expertise in aftermarket parts, reman, or distribution is welcome.
  • 5–10+ years of experience with a combination of the following:
    1. Aftermarket parts, reman, distribution, or industrial product management with hands-on ownership of both fulfillment operations and commercial results
    2. Inventory planning, 3PL management, and stocking strategy (ABCD/Pareto SKU tiering)
    3. Pricing execution, margin management, and commercial growth ownership against Bookings, Revenue, and Margin targets
    4. Oversight of tiered Customer Service and/or Technical Support (L1/L2/L3), including KPI accountability tied to commercial outcomes
    5. Ecommerce oversight and management of marketing partners or agencies
    6. Dealer/distributor channel scaling, ideally globally
  • Experience with Salesforce, Microsoft Dynamics 365 (D365), ServiceNow, or comparable CRM/ticketing platform for case and ticket management required; hands-on administration or reporting experience within these platforms preferred.
  • Strong Excel required; ERP/DMS proficiency required; BI tools a plus.
  • Valid Driver’s license and good driving record.
  • Ability to travel for strategic customer and channel visits, domestically and internationally as needed.
  • Ability to obtain a passport within 30 days of employment.

Core Competencies

  • Achievement Focus
    Demonstrates persistence and overcomes obstacles; measures self against standard of excellence; recognizes and acts on opportunities; sets and achieves challenging goals; takes calculated risks to accomplish goals.
  • Business Ethics
    Inspires the trust of others; keeps commitments; treats people with respect; upholds organizational values; works with integrity and ethically.
  • Conflict Resolution
    Confronts difficult situations; encourages open communications; keeps emotions under control; maintains objectivity; uses negotiation skills to resolve conflicts.
  • Dependability
    Commits to doing the best job possible; follows instructions and responds to management direction; keeps commitments; meets attendance and punctuality guidelines; responds to requests for service and assistance; takes responsibility for own actions.
  • Job Knowledge
    Competent in required job skills and knowledge; displays understanding of how job relates to others; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; uses resources effectively.
  • Judgment
    Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in decision‑making process; makes timely decisions; supports and explains reasoning for decisions.
  • Managing Customer Focus
    Develops new approaches to meeting customer needs; establishes customer service standards; monitors customer satisfaction; promotes customer focus; provides training in customer service delivery.
  • Quality
    Applies feedback to improve performance; demonstrates accuracy and thoroughness; displays commitment to excellence; looks for ways to improve and promote quality; monitors own work to ensure quality.
  • Safety & Security
    Determines appropriate action beyond guidelines; observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
  • Teamwork
    Balances team and individual responsibilities; contributes to building a positive team spirit; exhibits objectivity and openness to others’ views; gives and welcomes feedback; puts success of team above own interests.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the employee is regularly required to sit, talk, and hear, and is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, or crouch. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will work in a combination of office, warehouse, and customer/dealer facility environments, with periodic exposure to manufacturing, distribution center, and 3PL environments near moving mechanical parts and material handling equipment. The noise level in warehouse and distribution environments is usually moderate to loud. Domestic and international travel is required as needed for strategic customer and channel visits.

EEO Statement

The client company and Insperity provide equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.

This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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