What are the responsibilities and job description for the Aftermarket Parts Operations Manager position at Nortek Air Solutions?
Position Summary:
Nortek Air Solutions is seeking an experienced and dynamic Aftermarket Parts Operations Manager to oversee customer support operations for parts quotes and orders and drive new revenue generation initiatives across Nortek’s product lines. This role requires expertise in people leadership, quotation, and order management, while providing a high standard of customer service for our sales network in the U.S. and Canada. This position is on-site at our Oklahoma City location and includes the responsibility of managing a customer support team in ensuring efficient operations.
Position Responsibilities:
Customer Relations & Parts Sale Processing
• Ensures effective and timely process for parts order entry, quoting, returns, and invoicing.
• Prepare and process quotes, enter orders, manage backlogs, and ensure customer satisfaction throughout the order lifecycle.
• Manage the team’s daily operations, including team workload management and ensure meeting our Service Level Agreement (SLA)
• Utilizes CRM to monitor customer inquiries and allocate resources accordingly.
• Grow Part Sales through excellent customer service, responsiveness and technical knowledge and relationship development.
• Identify and utilize collaborative opportunities for up-sell, cross product-parts-sales
• Partner with North America Parts and Service team members to define tactical moves to drive growth and achieve annual parts revenue and margin targets.
• Conduct root cause analyses for escalated issues and ensure all orders and quotes are accurately tracked and updated.
Continuous Improvement & Operational Leadership
• Support team members’ career growth by mentoring direct reports and managing performance to maximize productivity and effectiveness.
• Drive initiatives aligned with Lean Business Enterprise practices, focusing on process improvement, efficiency, and ease of doing business.
• Support teams’ new revenue stream idea generation and implementation
• Foster a culture of accountability, safety, and continuous improvement while inspiring team members to exceed performance goals.
Position Requirements:
Experience & Knowledge
• Bachelor’s degree in BA or technical field. Education can be substituted with 5 years of relevant experience
• Minimum of 5 years of experience in aftermarket parts, customer support.
• Prior experience in aftermarket parts quote and order operation and team supervision within a customer support environment preferred.
• Working understanding of HVAC systems, products, and parts sales process.
Technical Skills
• Proficiency with ERP and CRM systems, ideally Microsoft Dynamics 365, and strong Microsoft Office skills.
• Entrepreneurial mindset with a proven track record in supporting new aftermarket parts revenue generation ideation and implementation.
• Detail-oriented with the ability to interpret technical documents, including blueprints and manuals.
Leadership & Interpersonal Skills
• Enthusiastic, high curiosity to learn and develop with a commitment to leading the team to meet customer expectations per our SLA.
• Maintains an attitude which consistently represents the organizational culture, including: the mission, vision and core attributes.
• Ability to select and hire “A” players, continuously develops employees, coaches to maximize performance and manages underperformers
• Proven ability to communicate effectively and demonstrate emotional intelligence and empathy.
• Strong leadership skills in team motivation, conflict resolution, and fostering a collaborative environment.
Nortek Air Solutions, LLC, offers a comprehensive compensation and benefits package. To learn more about Nortek Air Solutions, please visit our company website at http://www.nortekair.com/.
About Nortek Air Solutions:
Nortek Air Solutions, LLC (NAS) is a Madison Industries company. Madison Industries is on of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier, and more productive by creating innovative solutions that deliver outstanding customer value.
NAS is the largest manufacturer of custom heating, ventilation, and air conditioning (HVAC) equipment in North America. Its products include FANWALL TECHNOLOGY®, air handlers, packaged DX, vertical self-contained systems, energy recovery ventilators with integrated heating and cooling systems, coils and more. NAS has five strategically located manufacturing facilities which encompass over 2 million square feet of clean space and 180 sales representative offices. NAS’s brands are known for innovation and advanced technology and provide customers with product solutions for every industrial need including commercial air handlers, clean room systems, and mission critical technology. NAS’s end markets include healthcare, education, industrial, commercial, clean rooms, and data centers.
Nortek Air Solutions, LLC, is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law.
Nortek Air Solutions is seeking an experienced and dynamic Aftermarket Parts Operations Manager to oversee customer support operations for parts quotes and orders and drive new revenue generation initiatives across Nortek’s product lines. This role requires expertise in people leadership, quotation, and order management, while providing a high standard of customer service for our sales network in the U.S. and Canada. This position is on-site at our Oklahoma City location and includes the responsibility of managing a customer support team in ensuring efficient operations.
Position Responsibilities:
Customer Relations & Parts Sale Processing
• Ensures effective and timely process for parts order entry, quoting, returns, and invoicing.
• Prepare and process quotes, enter orders, manage backlogs, and ensure customer satisfaction throughout the order lifecycle.
• Manage the team’s daily operations, including team workload management and ensure meeting our Service Level Agreement (SLA)
• Utilizes CRM to monitor customer inquiries and allocate resources accordingly.
• Grow Part Sales through excellent customer service, responsiveness and technical knowledge and relationship development.
• Identify and utilize collaborative opportunities for up-sell, cross product-parts-sales
• Partner with North America Parts and Service team members to define tactical moves to drive growth and achieve annual parts revenue and margin targets.
• Conduct root cause analyses for escalated issues and ensure all orders and quotes are accurately tracked and updated.
Continuous Improvement & Operational Leadership
• Support team members’ career growth by mentoring direct reports and managing performance to maximize productivity and effectiveness.
• Drive initiatives aligned with Lean Business Enterprise practices, focusing on process improvement, efficiency, and ease of doing business.
• Support teams’ new revenue stream idea generation and implementation
• Foster a culture of accountability, safety, and continuous improvement while inspiring team members to exceed performance goals.
Position Requirements:
Experience & Knowledge
• Bachelor’s degree in BA or technical field. Education can be substituted with 5 years of relevant experience
• Minimum of 5 years of experience in aftermarket parts, customer support.
• Prior experience in aftermarket parts quote and order operation and team supervision within a customer support environment preferred.
• Working understanding of HVAC systems, products, and parts sales process.
Technical Skills
• Proficiency with ERP and CRM systems, ideally Microsoft Dynamics 365, and strong Microsoft Office skills.
• Entrepreneurial mindset with a proven track record in supporting new aftermarket parts revenue generation ideation and implementation.
• Detail-oriented with the ability to interpret technical documents, including blueprints and manuals.
Leadership & Interpersonal Skills
• Enthusiastic, high curiosity to learn and develop with a commitment to leading the team to meet customer expectations per our SLA.
• Maintains an attitude which consistently represents the organizational culture, including: the mission, vision and core attributes.
• Ability to select and hire “A” players, continuously develops employees, coaches to maximize performance and manages underperformers
• Proven ability to communicate effectively and demonstrate emotional intelligence and empathy.
• Strong leadership skills in team motivation, conflict resolution, and fostering a collaborative environment.
Nortek Air Solutions, LLC, offers a comprehensive compensation and benefits package. To learn more about Nortek Air Solutions, please visit our company website at http://www.nortekair.com/.
About Nortek Air Solutions:
Nortek Air Solutions, LLC (NAS) is a Madison Industries company. Madison Industries is on of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier, and more productive by creating innovative solutions that deliver outstanding customer value.
NAS is the largest manufacturer of custom heating, ventilation, and air conditioning (HVAC) equipment in North America. Its products include FANWALL TECHNOLOGY®, air handlers, packaged DX, vertical self-contained systems, energy recovery ventilators with integrated heating and cooling systems, coils and more. NAS has five strategically located manufacturing facilities which encompass over 2 million square feet of clean space and 180 sales representative offices. NAS’s brands are known for innovation and advanced technology and provide customers with product solutions for every industrial need including commercial air handlers, clean room systems, and mission critical technology. NAS’s end markets include healthcare, education, industrial, commercial, clean rooms, and data centers.
Nortek Air Solutions, LLC, is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law.
