Director of Aftermarket at Union Tank Car Company — Cedar Rapids, IA

KT Pacer

Description

Responsible for all aspects of performance for the technical customer service, service & repair, parts room, and dealer/distributor development teams including achievement of financial, growth, and operational goals. Develop dealer/distributor relationships in targeted geographies to enhance the organization’s ability to support customers in the aftermarket. Work collaboratively with KT Pacers’ other leaders and associates to achieve targeted safety, productivity, and quality expectations with a customer centric focus. Grow and manage the multi-site parts, service, and distributor operations to evolve a multi-shift environment. Serve as a key member of the KT Pacer Leadership team.

Position Key Accountabilities:

• Create a Safety First and Always Culture and champion the safety of all employees; lead through example and build a Safety First and Always commitment from all associates at all levels of the organization when on the KT Pacer premises or performing official KT Pacer business off premises. Foster a spirit of continuous improvement toward the ultimate goal of an incident free workplace.
• Collaborate in the development of long-term strategic and annual operating plans for the Service and Parts organization, inclusive of strategies around Dealer/Distributor development
• Deliver on agreed upon Service, Parts, Dealer/Distributor, and Customer Support targets that meet or exceed the Annual Operating Plan
• Establish annual Performance Outcomes and long-term development plans for key parts and service leaders and direct reports assuring that every employee within the parts and service organization understands their role, how they contribute to the organization, and how they can grow with the business. Apply a similar approach to distributor development.
• Provide direction, development, leadership, and coaching to parts and service leaders as well as dealer/distributor personnel
• Coordinate with Sales and Operations on priority and scheduling for parts and service orders inclusive of distributor needs fulfillment
• Facilitate and champion an on-going, vibrant continuous improvement culture that incorporate the disciplines of Lean, 80/20, and Theory of Constraints
• Coordinate with Human Resources on attracting and retaining employees that contribute to KT Pacer’s long term success.
• Champion attracting and retaining key dealer/distributors and grow KT Pacer’s business with these partners over time via engaging in strategies that enhance customer value through dealer/distributor engagement
• Ensure service work and parts shipments are completed to specification and facilitate the permanent resolution of manufacturing-related quality issues
• Create a environment that results in consistent performance and achievement while cultivating a positive workplace culture
• Enhance customer satisfaction through on time delivery of quality service and parts in addition to interactions and communications with distributors and customers that leave a positive lasting impression
• Proactively identify and capitalize on new opportunities and/or respond to unexpected challenges and changes in business/market conditions
• Maintain interaction and keep open communication with associates by answering questions and explaining policies and procedures; monitor and actively cultivate associate morale; respond to, prioritize, and act upon ideas to improve associate engagement
• Utilize relationships with customers to grow KT Pacer’s feed transportation equipment market share
• Other duties and responsibilities as assigned

Desired Qualifications and Experience Levels:

• Bachelor’s Degree in applicable field
• Excellent (or rapidly improving) safety record at his/her facility
• Minimum 10 years of experience in Customer Service, Service & Repair, Materials Management, or related field
• Experience with Continuous Improvement in a manufacturing setting or certification in Lean Manufacturing with the ability to demonstrate measureable successes in efficiency improvements, cost reduction, and quality improvement.
• Excellent Written and Oral communication skills
• Excellent problem solving skills
• Demonstrated ability to handle multiple projects/priorities simultaneously
• Ability to read prints and technical documents
• Must be able to pass background and drug screening
• Have manufacturing, parts, and/or service experience with a Trailer, Truck Body, or Motor Vehicle Manufacturer