Aftermarket Service Manager at Weichai America Corp. – Rolling Meadows, Illinois

We are seeking a highly skilled and motivated Aftermarket Service Manager to oversee and manage our Aftermarket Service Department. This position focuses on supporting customers in the genset industry, specializing in big bore, or natural gas/diesel and electric engines used for power generation.

As the Aftermarket Service Manager, you will be responsible for managing all service-related activities post-sale, ensuring that customers receive exceptional support, maintaining the highest quality of service standards, and optimizing operational processes. You will work closely with the sales and engineering team to ensure that our customers' genset products are serviced efficiently and effectively.

Key Responsibilities:

Aftermarket Service Operations:

• Manage customer service inquiries, coordinating the resolution of technical issues and providing solutions for troubleshooting and maintenance.
• Coordinate with field service teams to ensure proper installation, commissioning, and ongoing maintenance of gensets at customer sites.
• Perform predictive maintenance and other advanced strategies to reduce downtime and extend the life of the genset systems for customers.
• Oversee customer training programs and the organization of sessions for OEMs, dealers, and end users, ensuring alignment with customer requirements.

Service Network Development & Management

• Develop and expand the service network by identifying and engaging potential service partners based on product distribution and customer needs in various regions.
• Establish a structured training program for service partners to enhance their skills and knowledge, ensuring they can effectively handle service tasks for relevant products in their designated areas.
• Coordinate service requests by ensuring service partners respond promptly to customer issues and requirements. Monitor service progress and performance until tasks are successfully completed.
• Manage service partner agreements and settlements, ensuring timely processing of service fees. Maintain strong relationships with service partners to enhance service capabilities and improve overall customer satisfaction.

Customer Relations Management

• Maintain clear and consistent communication with OEMs, service partners, and end users to identify and address customer concerns and issues. Provide solutions as needed.
• Respond proactively to customer service inquiries, ensuring timely and effective feedback or resolution within the promised response time.

Qualifications:

• Bachelor’s degree in Mechanical or Electrical Engineering is preferred but not required and/or equivalent professional experience.
• 5+ years of experience in the aftermarket service with a focus on natural and diesel gensets and EV engines.
• Hands-on experience in troubleshooting, repair, and maintenance of natural, diesel and electric genset systems.
• Proficiency in service management software (e.g., SAP, ServiceMax, Microsoft Dynamics).
• Stay current with industry compliances, standards and regulations for gensets.

Preferred Skills:

• Experience with predictive maintenance technologies or IoT-based monitoring for genset systems.
• Knowledge of electrical power generation systems and microgrids.
• Experience with remote diagnostics or field service management tools.

Working Conditions:

• Office-based with occasional travel to customer sites for on-site service, troubleshooting, or inspections.
• Flexibility to manage service schedules with the possibility of providing on-call support to field technicians during weekends or after-hours.

Equal Opportunity Statement

At Weichai America Corp., we are committed to fostering an inclusive and respectful workplace where diversity is celebrated. As an equal opportunity employer, we make hiring decisions based on qualifications, experience, and business needs.

We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic.

If you require accommodations during the application or interview process, please contact our hiring team at hr@weichaiamerica.com for assistance.

Weichai America Corp. is a drug-free workplace. All candidates must successfully complete a drug screening and background check as part of the hiring process.