Supervisor, Aftermarket

The Supervisor, Aftermarket leads a team responsible for delivering exceptional customer service and technical support for aftermarket products. This role ensures operational efficiency, drives continuous improvement, and develops team members to meet organizational goals. The Supervisor acts as a key liaison between customers, internal departments, and leadership.

• Supervise daily activities of the Aftermarket Sales Support team.
• Coach, mentor, and conduct performance reviews for team members.
• Manage staffing schedules to ensure coverage for phone, email, and Salesforce queues.
• Foster a culture of accountability, collaboration, and continuous learning.
• Monitor workload distribution and adjust priorities to meet service level agreements.
• Oversee processing of credit memos, RMAs, and repair orders.
• Ensure accurate and timely resolution of customer issues, including escalations.
• Maintain compliance with company policies and quality standards.
• Serve as escalation point for complex customer inquiries.
• Communicate product updates, technology changes, and industry trends to support team.
• Collaborate with Sales, Engineering, and Operations to resolve systemic issues.
• Identify workflow inefficiencies and implement corrective actions.
• Analyze metrics to improve response times and customer satisfaction.
• Lead initiatives to enhance Salesforce utilization and reporting.

• Leadership and team development.
• Customer-centric mindset.
• Analytical thinking and process optimization.
• Excellent communication and organizational skills.
• Proficiency in Salesforce and Microsoft Office Suite.

• Bachelor's degree in Business, Engineering, or a related field preferred. Equivalent combinations of education and experience may be considered.
• 5+ years of experience in aftermarket support or customer service, with 1+ year in a leadership role or related training.
• Strong knowledge of Magnetek products and applications preferred.
• Excellent problem-solving and time management skills.