About this role
Job title: Parts Technical Manager
About the Role The Parts Technical Manager leads a team of technical support agents responsible for resolving complex parts related inquiries for dealers, distributors and internal partners for agriculture and construction equipment. This role ensures exceptional customer service, drives operational excellence, and strengthens collaboration across Parts Quality, Product Support, Field Service, Engineering and Cataloguing teams to deliver fast, accurate solutions.
What You'll Do
- Lead, mentor and coach a team of technical support agents, fostering a culture of accountability, collaboration, and continuous learning
- Set clear performance expectations, conduct regular 1:1’s, and provide ongoing feedback to support skill development and career growth
- Motivate the team through recognition, empowerment, and data driven performance management
- Ensure timely, accurate, and high-quality responses to dealer and customer parts inquiries, focusing on first contact resolution and customer satisfaction
- Monitor service metrics including response times, backlog, quality scores and implement corrective actions when needed
- Serve as an escalation point for complex or sensitive customer issues
- Analyze trends in parts inquiries, failure modes, and service challenges to identify opportunities for process improvement
- Lead continuous improvement initiatives to streamline workflows, reduce resolution times and enhance the dealer experience
- Develop and refine standard operating procedures, knowledge base content and training materials
- Oversee daily operations including agent schedules, case distribution, workload balance and resource planning
- Track and report team performance, operational KPI's and insights to stakeholders
- Support new product introductions by coordinating training, documentation readiness and support strategies
What We're Looking For
- Bachelor's degree in an Engineering, Technology, Agricultural Sciences, Business or related field OR; High school diploma/GED with 4+ years in the agriculture, construction, automotive industry
- 2+ years of relevant experience managing people or processes
- 8+ years of direct product or customer support work experience at either a dealership or original equipment manufacturer
Compensation & Benefits
- Salary: USD 106,725.00 - 163,645.00 per year plus any applicable bonus
- Benefits include: Flexible work arrangements; Savings & Retirement benefits; Tuition reimbursement; Parental leave; Adoption assistance; Fertility & Family building support; Employee Assistance Programs; Charitable contribution matching; Volunteer Time Off