Store Manager

Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.

Key Responsibilities

1. Employees: Manage personnel in all stages of employment by:

• Hiring top talent
• Ensuring employees are receiving the training needed to be successful
• Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development
• Resolving major performance issues through disciplinary actions, and terminations as needed

2. Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by:

• Visiting Customers on a regular basis with Machine Salesmen, Customer Service Representatives, and Service Technicians on Sales Visits, Machine Setups, and Service Calls
• Being available and approachable so all Customers feel they can bring up questions and concerns
• Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times

3. Store Operations: Monitor metrics and reports provided by Aftersales Operations and Analytics to ensure the Store is running at optimal levels by:

• Keeping Inventory “healthy”
• Ensuring Spudnik Aftersales Standard Operating Procedures are being followed
• Maintaining the cleanliness and organization of the Store to expected levels
• Meeting or exceeding Spudnik’s expectations of Premium Partners including having sufficient Service Techs trained, maintaining enough Parts Inventory, completing Warranty and Service Bulletins in a timely manner, etc.

4. Dealers: Manage the performance of assigned Premium Partners by:

 

• Conducting regular visits to Premium Partners to actively promote parts and service to ensure steady growth in sales, margin, and market share from year to year in each area
• Monitoring metrics and reports provided by Aftersales Analytics and Operations, and making necessary plans with the Premium Partner to correct any gaps in performance

5. Grow the Business: Actively promote parts and service with new products and programs to ensure steady growth in sales, margin, and market share from year to year in the area.

• Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.

• Other duties and responsibilities may be assigned as necessary.

• Proven leadership and team management experience.

• Strong interpersonal and communication skills.

• Ability to coach, mentor, and develop individuals and teams.

• Familiarity with inventory, service, and sales operations.

• Proficient in analyzing business performance metrics and reports.

• Experience in conflict resolution and performance management.

• Comfortable with CRM and ERP systems or similar business software.

• Prolonged periods of sitting or standing at a desk and working on a computer.

• Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.