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Regional Parts and Service Manager

Company: Northern Tool & Equipment - Glassdoor 3.8 ?
Location: Merrillville
Posted on: October 11, 2021

Job Description:



To maximize the Sales and Operating Contribution of Retail Parts, Service, and Repair (PSR) operations business by indirectly manages and supports the instore Service Technicians in assigned retail area locations.  Ensures the assigned stores meet their respective Service Plan commitments by assisting with the management of billable hours, parts pull through, inventory management, and driving a positive customer experience.  Critical to drive culture to hourly accountability and customer focus. 






  1. Drives time accountability through billable hour metrics to assure your assigned Technicians are working customer facing activities. Monitors adherence to Inventory Management and Parts Purchasing policies and recommends corrective measures for maximum benefit.


  1. Works collaboratively with Regional Sales, Store Management, and Corporate partners to assure assigned stores are equipped to exceed monthly commitments. Acts as critically important interface with Store Managers regarding the location’s Service results by meeting with regularly during store visits to ensure understanding of actions needed to maximize outcomes. 


  1. Monitors weekly and monthly metrics to assure providing needed guidance to improve and drive delivery of the Ultimate Customer Experience while maximizing financial results.


  1. Oversee adherence to Northern Tool + Equipment’s Central Warranty Claim Process and assure your assigned stores’ timeliness of filing Warranty Claims with internal and external vendors. Closely monitors the payments and follows up with vendors to secure funds on a consistent basis.


  1. Leads programs ,whether Pilots or full national implementations, working with your RPSM peers to promote Parts, Service, and Repairs sales by assisting with training, sales promotion and program execution.


  1. Leads and promotes PSR programs to onboard new employees, maintain annual manufacture training requirements and paths to the certification process.


  1. Reviews ad-hoc reports and other tools to analyze the sales growth of current customers and makes recommendations for expansion opportunities in new markets.


  1. Oversees the direct parts business to ensure proper inventory levels and service levels are achieved.


  1. Establishes and maintains system for inventory control that maximizes sales and keep inventory at planned levels.


  1. Partners with merchandising departments to develop parts and product pricing strategies to keep prices current and competitive.


  1. Manages the annual physical inventory program for all retail service centers. Analyzes results and develops corrective programs for locations with results not meeting corporate guidelines.


  1. Leads and guides assigned store Service Teams as it relates to all projects or related work, establishing performance requirements, clarifying responsibilities, provide input for performance appraisals and plans for individual employee development.




  1. Keeps supervisor informed of important developments, potential problems and related information necessary for effective management. Coordinates and communicates plans and activities with others, as appropriate to ensure a coordinated work effort and team approach.


  1. Performs related work as apparent or assigned.





To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Bachelor’s degree in Business Management or other related field.
  • Experience in working with professionals performing small engine or outdoor equipment repair desired.
  • Experience working within a matrix’d organizational structure.
  • At least 5 years experience in Parts and Service Operations.
  • At least 2 years of Supervisory experience with remote employees.
  • Strong organizational, analytical, and evaluation skills.
  • Ability to actively pursue and complete complex projects with minimal instructions under budget restrictions and limited time requirements.
  • Experience in new business development preferred.
  • Advanced Microsoft office proficiency is preferred including Outlook, Word, Excel, PowerPoint and database software.
  • Ability to communicate effectively with a wide variety of company personnel, as well as, customers.
  • Ability to travel on a weekly basis to locations for the duration of 1-5 days at a time, up to 50% of time. Must be flexible as dates and times will be determined by business need.
  • Demonstrates Northern Tool + Equipment’s 12 Core Competencies.





The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Frequently required to sit, use hands to handle objects and talk or hear.
  • Frequent wrist and/or hand movement is required.
  • Frequently required to stand, walk and reach with hands and arms.
  • Must occasionally lift and/or move up to 50 pounds.
  • Specific vision abilities required include close vision, distant vision and the ability to adjust focus.




Direct Supervision:



Indirect Supervision of:

15-20 Non-Exempt



APPROVAL:        _______________________________


This document is intended to describe the general nature and level of work being performed by the people assigned to this position. It is not intended to be an entire list of all activities, tasks and skills required of people in the position.



Keywords: Northern Tool & Equipment - Glassdoor 3.8 ?, Gary , Regional Parts and Service Manager, Other , Merrillville, Indiana

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