Manager - EPG Aftermarket Strategic Accounts

Description

Position Summary

This position is responsible for aftermarket account management for assigned strategic accounts within MacAllister’s Electric Power organization. This role serves as the single point of internal ownership for service execution, service risk mitigation, and customer trust, ensuring safe, compliant, and predictable aftermarket support is aligned with customer expectations and executable within operational capacity constraints.

The role also owns aftermarket service scoping and quoting for assigned strategic accounts, ensuring commitments are aligned with execution capacity, technical constraints, and long?term reliability objectives.

The position provides leadership and owns coordination and alignment across multiple internal groups and supporting functional organizations to deliver preventative maintenance, corrective repairs, and complex service activities for assigned strategic accounts. The role establishes performance metrics, operating cadence, and governance to drive execution discipline and support long?term equipment reliability and customer satisfaction.

Position Duties/Responsibilities

• Comprehensive Aftermarket Ownership
• Own the aftermarket product support relationship for designated strategic accounts, serving as the primary internal leader accountable for commercial scoping, execution health, and the overall customer experience.
• Act as the single owner for determining whether the aftermarket business is healthy or at risk for the assigned strategic account, and drive corrective action when risk emerges.
• Maintain direct, trusted relationships with customer operations stakeholders and coordinate closely with the Strategic Accounts organization.
• Lead escalation management related to service capacity, execution risk, missed commitments, and system-level issues.
• Execution Leadership – Preventative Maintenance & Core Service Coordination
• Lead strategic-account-dedicated product support execution through direct and indirect teams.
• Provide leadership to the Field Service Supervisor and dedicated preventative maintenance (PM) resources.
• Maintain accountability for the on-time execution of preventative maintenance activities, warranty service execution, and other customer support work by monitoring service backlog to ensure organizational readiness is maintained at all times.
• Coordinate with MacAllister’s core Field Service and Product Support organizations to support complex repairs, major corrective actions, and non-routine service efforts.
• Own customer communication, prioritization, and expectation management for all service work, regardless of executing team.
• Own execution systems and performance outcomes while delegating day?to?day dispatch and scheduling responsibilities.
• Commercial Scoping, Quoting, and Commitment Integrity
• Own aftermarket service scoping and quoting for strategic accounts.
• Ensure all service commitments reflect real execution capacity, engineering constraints, and supplier limitations.
• Lead future Product Support Sales resources as direct reports as the organization scales.
• Cross-Functional Integration & Issue Prevention
• Partner as a peer with Engineering and Supplier Quality leaders to ensure closed-loop learning and issue prevention.
• Coordinate via dotted-line relationships with Parts, Warranty, and DOT/Fleet organizations.
•  Drive root cause analysis and corrective actions for repeat service issues, supplier quality escapes, and execution breakdowns.
• Ensure lessons learned translate into process, engineering, supplier, and execution improvements.
• Operating Cadence, Metrics, and Scale Readiness
• Establish and maintain the operating rhythm required to support strategic accounts at scale.
• Define and own service performance metrics, dashboards, and departmental health indicators.
• Lead regular internal and customer-facing operating reviews.
• Proactively surface execution and capacity risks and drive corrective action.
• Define future-state product support structures, staffing plans, and process improvements.

Supervisory Responsibilities:

• Responsible for the execution and interpretation of policies and for the successful operation of assigned units.  Has authority for hiring and disciplining employees. May be responsible for directing the work of first-line supervisors

Position Requirements

Required:

• Associate’s degree in business administration or related field; or relevant years of related work experience
• 5+ years of supporting strategic or enterprise level customer accounts
• 5+ years of managing complex service execution in cross functional environments
• 3+ years of experience in power systems, industrial equipment, or mission critical service environments
• 3+ years of management experience or equivalent account management experience

Preferred:

• Bachelor’s Degree in Business Administration or related field; or relevant years of related work experience
• 7+ years of professional work experience
• 5+ years of experience leading field service, product support, or operations teams
• 3+ years of experience integrating service execution with quoting / commercial responsibilities
• 3+ years of experience scaling service organizations under increasing workload
• Leadership or operations management training
• Lean / continuous improvement coursework

Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Strong leadership and accountability skills; ability to lead supervisors and multifunctional teams.
• Excellent interpersonal and communication skills for customer facing and internal coordination
• Advanced problem solving and decision making capabilities.
• Ability to manage ambiguity, prioritize competing demands, and maintain service reliability under pressure.
• Strong financial and operational judgment related to service scoping and execution capacity
• Proficient in standard business software and data analysis tools.

Other Requirements of Position

• Works under limited supervision. Independently determines the approach to take and the methods to use.  Interprets policy in terms of objectives.  Informs manager of unusual situations with far reaching implications.
• Major responsibilities typically require a modest amount of creativity and latitude. Employee typically operates under general instructions with some established procedures and policies
• If an error is made while in this position, it will require moderate effort to identify the error and can create a moderate impact on the company financially

The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business needs.

All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.