Supervisor, Aftermarket

Job Summary/Overview

The Supervisor, Aftermarket leads a team responsible for delivering exceptional customer service and technical support for aftermarket products. This role ensures operational efficiency, drives continuous improvement, and develops team members to meet organizational goals. The Supervisor acts as a key liaison between customers, internal departments, and leadership.

Essential Duties and Responsibilities

• Supervise daily activities of the Aftermarket Sales Support team.
• Coach, mentor, and conduct performance reviews for team members.
• Manage staffing schedules to ensure coverage for phone, email, and Salesforce queues.
• Foster a culture of accountability, collaboration, and continuous learning.
• Monitor workload distribution and adjust priorities to meet service level agreements.
• Oversee processing of credit memos, RMAs, and repair orders.
• Ensure accurate and timely resolution of customer issues, including escalations.
• Maintain compliance with company policies and quality standards.
• Serve as escalation point for complex customer inquiries.
• Communicate product updates, technology changes, and industry trends to support team.
• Collaborate with Sales, Engineering, and Operations to resolve systemic issues.
• Identify workflow inefficiencies and implement corrective actions.
• Analyze metrics to improve response times and customer satisfaction.
• Lead initiatives to enhance Salesforce utilization and reporting.

Knowledge, Skills, Competencies, and Abilities

• Leadership and team development.
• Customer-centric mindset.
• Analytical thinking and process optimization.
• Excellent communication and organizational skills.
• Proficiency in Salesforce and Microsoft Office Suite.

Required Qualifications

• Bachelor's degree in Business, Engineering, or a related field preferred. Equivalent combinations of education and experience may be considered.
• 5+ years of experience in aftermarket support or customer service, with 1+ year in a leadership role or related training.
• Strong knowledge of Magnetek products and applications preferred.
• Excellent problem-solving and time management skills.

About Columbus McKinnon:

Columbus McKinnon is a leading worldwide designer, manufacturer and marketer of intelligent motion solutions that move the world forward and improve lives by efficiently and ergonomically moving, lifting, positioning and securing materials. Key products include hoists, crane components, precision conveyor systems, rigging tools, light rail workstations and digital power and motion control systems. We are focused on commercial and industrial applications that require the safety and quality provided by our superior design and engineering know-how. Columbus McKinnon is a publicly traded company that has been in business for almost 150 years - proud of our heritage, where we come from, and where we're going. As Columbus McKinnon grows globally, so does our need for driven and inspired employees. Join our winning team!

Columbus McKinnon Corporation promotes a diverse and inclusive workforce and is an Equal Opportunity Employer that does not discriminate against employees or applicants for employment on the basis of race, color, national origin, ancestry, age, religion, sex, gender, gender identity, gender expression, sexual orientation, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other Federal or State legally-protected classes. We also value the safety of all associates and work hard to maintain a Drug Free Workplace.

Nearest Major Market: Waukesha

Nearest Secondary Market: Milwaukee