Sr Manager

Position Summary

The Sr Aftermarket Manager is accountable for establishing aftermarket sales & parts sales business, drive action plans for these businesses and achieving part sales revenue & profitability targets within the assigned regions. Works closely with product management, sales, service, channel partners to develop and deploy solutions in the market. In addition, he/ she will provide regional service support for Welbilt and Ali Group brands that will be assigned from time to time and develop the aftermarket support for these assigned brands.

**Responsibilities**:
Responsible to drive and grow aftermarket service business and achieve service revenue and profitable growth.

Manage customer relationships with channel partners and service providers.

Work closely with WAP regional service and customer service team to grow aftermarket business.

Manage service network and appoint new service partner, build FAS' (factory authorized servicer) competencies.

Development of aftermarket services offerings for organic growth and create value for the customer.

Administer the company warranty policies.

Execute on all processes and systems relating to parts distribution, and service-related business.

Visit the service partners to provide training and service support on assigned brands.

Develop aftermarket service programs, audit FAS against set benchmark and handle customer service inquiries on parts

Develop and engage service network to execute service business relating to preventative maintenance programs, extension warranty programs and maintaining healthy parts inventory to support the business.

Work with finance, brands and KitchenCare team on pricing structure that supports the market as well as achieving profitable parts business.

Manage parts business in terms of pricing strategies, budgeting, forecasting, distribution of parts.

Track and study service market needs, competitive information and develop new service business initiatives such as eCommerce platform, build marketing programs and engage channel partners to promote the sales of equipment with built-in maintenance contracts, etc.

Build FAS service competencies through training and management, continuously improve service performance of FAS network.

Attend market visits to ensure FASs are maintaining the updated service literature, manuals, price lists, service bulletins, parts stock and any relevant technical information for assigned brands.

Prepare routine and ad hoc department related reports for management, including trip reports, test reports, field reports, service performance measurement, FAS (factory authorized servicer) service reviews and monthly reports.

Oversee and render support to after-market product warranty administration process, ensuring that channel partners are compensated in a timely manner, brands are notified on warranty claim detail and finance is updated on the weekly exposure.

Provide leadership to the Customer Service and Warranty Administration Team to monitor and administer the warranty policies and parts pricing of operating companies.

Liaising with Finance to ensure Part's price book maintenance and policies are implemented and managed through for all regional customers and channel partners

**Job Requirement**:
Ability to analyze Data and develop solutions for corrective actions

Strong decision making and problem-solving skills.

Exposure and ability to work in restaurant and kitchen environments

Strong ability to understand customer issue and expectations and translate into action

Must be driven to delight the customer and provide exceptional service

Experience in shipping/credit terms/payments (LOCs/documents against payments, etc. and warranty claim portals. would be an advantage.

Knowledge of ORACLE, ERP and order fulfilment process is preferred.

Experience of working in engineered products type B2B environment and 3PL service provider.

Ability to work cross-functional regionally and globally

Integrity and demonstrated ability to deliver on promises

Proficient with MS Office

Possess Diploma/Degree in Electrical / Mechanical/ Refrigeration Engineering

Welbilt Asia Pacific Private Limited, a division of Welbilt, Inc, provides the world's top chefs, premier chain operators and growing independents with industry-leading equipment and solutions. Our innovative products and solutions are powered by our deep knowledge, operator insights, and culinary expertise. Our portfolio of 12 award-winning product brands includes Cleveland™, Convotherm®, Crem®, Delfield®, Frymaster®, Garland®, Kolpak®, Lincoln™, Manitowoc®, Merco®, Merrychef® and Multiplex®. These product brands are supported by three service brands: KitchenCare®, our aftermarket parts and service brand, FitKitchen®, our fully-integrated kitchen systems brand, and KitchenConnect®, our cloud-based digital platform brand. Headquartered in the Tampa Bay region of Florida, supported by ove