Vice President

Vice President, Aftermarket Operations & Customer Support

Location: DFW, TX | Full-time, onsite

Compensation: $175,000 - $200,000 + Bonus

Travel: Approximately 25%

The Opportunity

An established industrial equipment manufacturer is seeking an executive leader to oversee its aftermarket parts, distribution, and product support organization. This newly created position will bring commercial, operational, and technical teams together to improve customer responsiveness, strengthen dealer support, and drive profitable aftermarket growth.

The role offers broad ownership of post-sale operations and the opportunity to shape organizational structure, develop leaders, and establish processes that support long-term growth.

Key Responsibilities

• Lead aftermarket parts sales, distribution, warranty administration, technical service, field support, training, and technical publications.
• Develop strategies to grow parts revenue, improve pricing and margins, strengthen dealer participation, and increase customer retention.
• Oversee parts distribution operations, including safety, capacity, productivity, order accuracy, inventory accuracy, fill rates, backorders, and shipping performance.
• Establish consistent processes for prioritizing, escalating, resolving, and documenting dealer and customer issues.
• Partner with engineering, quality, manufacturing, supply chain, and sales to resolve field issues and prevent recurring failures.
• Strengthen dealer service capabilities through technical training, diagnostic resources, parts availability, and current service information.
• Improve warranty policies, claim processing, controls, communication, and resolution times.
• Lead distribution facility and network improvements involving layout, technology, automation, capacity, and business continuity.
• Establish performance dashboards and operating reviews covering aftermarket growth, service levels, inventory, warranty, and customer satisfaction.
• Own annual operating plans, budgets, staffing plans, capital requests, and financial performance across assigned functions.
• Develop functional leaders, succession plans, cross-training programs, and clear accountability throughout the organization.
• Represent aftermarket and customer support priorities in executive planning, product launches, and cross-functional initiatives.

Required Qualifications

• Forklift or material handling equipment industry experience is required.
• Senior leadership experience overseeing aftermarket parts, distribution, and customer or product support operations.
• Demonstrated ability to lead multiple functional leaders and align commercial, operational, and technical teams.
• Experience supporting dealer or distributor networks, including customer escalations, warranty programs, and technical service.
• Proven success improving aftermarket revenue, profitability, parts availability, distribution performance, or customer service outcomes.
• Strong financial acumen across revenue, gross margin, inventory, working capital, operating expenses, and capital planning.
• Experience establishing service metrics, operating reviews, escalation processes, and continuous improvement initiatives.
• Strong organizational change, leadership development, communication, and problem-solving skills.
• Bachelor’s degree in Business Administration, Supply Chain, Operations, Engineering, or a related field.
• Ability to work onsite in DFW and travel approximately 25%.
• Authorization to work indefinitely in the United States.

Preferred Qualifications

• Advanced degree.
• Experience integrating aftermarket, distribution, and technical support functions.
• Experience leading facility transitions, distribution improvements, or technology initiatives.
• Familiarity with digital tools and analytics that improve forecasting, inventory management, dealer self-service, and support responsiveness.

Company Confidentiality

The employer’s identity and additional organizational details will be shared during the recruiting process.