Vice President of Parts & Service

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Description

COMPANY BACKGROUND:

Morgan Truck Body is the largest manufacturer of medium duty freight and refrigerated van and truck bodies in North America. Founded in 1952, as a small welding shop in Morgantown, Pennsylvania, on the site where Conestoga wagons were manufactured through the late 1800s, we have experienced tremendous growth and continue to look for additional expansion opportunities around the world. With a total of fourteen manufacturing and six service facilities strategically located across the U.S. and Canada, Morgan is able to provide the quality, service, and prompt delivery our customers expect.

A subsidiary of J.B. Poindexter, a privately held diversified manufacturing company, Morgan offers a vast variety of career opportunities, internally as well as within the J.B. Poindexter family of companies. We offer competitive salaries and progressive benefits including health, dental, vision, life insurance, disability plans, 401K, paid time off, tuition reimbursement and more. We pride ourselves in team member development, performance, recognition, and a culture of diversity and respect. Whether you are taking the next step of your career or just beginning, joining Morgan's winning team means being part of a great home away from home. You will be challenged. You will be proud.

POSITION SUMMARY:

Reporting to the President, the Vice President of Parts & Service will be responsible for: planning and directing operations of all Morgan Service Centers; providing leadership to meet corporate and budgetary objectives with full P&L responsibility; driving parts sales, increasing volume and profitability; focusing on continuous improvement in inventory management, delivery, parts availability, sales, and pricing and establishing the way forward; and working with existing processes to improve the management of parts - inventory, delivery, and customer satisfaction.

KEY DUTIES & RESPONSIBILITIES:

Service:

  • Oversee all operations to ensure facility objectives are met including Safety, Quality, Delivery and Cost.
    • Environmental health and safety
    • Inventory control
    • Labor productivity
    • Freight and logistics
    • Cost controls
    • Pricing
    • Financial and operational reporting
  • Develop and implement annual budgets and metrics, and long-term business goals strategy.
  • Provide excellent customer service and support.
    • Quick and accurate quote turn around
    • Quality workmanship
    • Responsive customer service
  • Grow the business
    • Identify and develop new business opportunities
    • Target accounts
    • New products
    • Oversee and maximize the effectiveness of the sales and estimating staff
  • Manage and develop human resources.
    • Provide team member training and development
    • Support good team member moral
    • Responsible for all hiring and discipline
  • Work closely with Morgan's support groups and manufacturing
    • Effective and timely communication
    • Team player

    • Parts:
  • Develop operating metrics (KPIs) to define expectations of the Parts Sales Coordinators (PSCs) and action plan for metrics not met.
  • Lead parts growth for all facilities by measuring performance, analyzing results and recommending improvements.
  • Work closely with procurement and engineering on manufacturing that affects aftermarket parts sales.
  • Maintain Parts Price file - handle all aspects of price increases, new "sale" prices and calculate purchased or fabricated items for re-sale.
  • Drive companywide marketing efforts to achieve and exceed sales goals.
  • Liaison between customers and internal staff, Parts Managers and PSC's, resolve customers' issues, problems and opportunities.
  • Establish and maintain personal relationships with existing customer base, communicating through facility visits, regular phone contact and email.
  • Conduct regular customer surveys, analyzing feedback to make recommendations for process improvements.
  • Resolve escalated customer service issues such as quotes, customer support, invoices, order changes and complaints. Develop and execute action plans to reinforce resolutions.
  • Innovate improvements and solutions to ensure best in class customer service - to include call centers and metrics for inbound and outbound calls.
  • Collaborate with Service Managers on the annual physical inventory for parts and service departments.
  • Collaborate with Logistics Manager to optimize freight charges and freight lanes. Ensure changes/additions/deletions are accurately communicated internally.
  • Develop and implement sales training programs both outbound & inbound for PSC'S.
  • Manage and improve parts for the e-Commerce site to grow parts sales.
  • Manage use of MRP & DRP system to maintain sufficient inventory levels and fill rates.
  • Maintain inventory turnover for all sites - review stock levels and safety stocks.
  • Oversee and collaborate with e-Commerce administrator on the e-Commerce website.
  • Comply with all company and OSHA safety regulations.
  • Assist in providing a safe environment for all team members.
  • All other duties as assigned.


    • EXPERTISE REQUIRED / MINIMUM QUALIFICATIONS:
    • BS Degree in Business or related field, or equivalent experience.
    • Minimum of 10 years people management, including but not limited to salespeople, and experience with 5 years as a Service Center Manager.
    • Experience successfully running multiple repair facilities.
    • Team-oriented, collaborative style which fosters an open and transparent culture built on respect for people and the highest standards or personal integrity and ethical performance.
    • A track record of success in managing, mentoring, coaching and directing team members.
    • Experience with Lean / TPS strongly preferred.
    • Experience training for pro-active sales/cold calling.
    • Experience preparing quotes, invoicing, and accounts receivable, including credit and collection procedures.
    • Experience with inventory management including stock levels and fill rates.
    • Strong ability with Microsoft office products (Excel & PowerPoint).
    • JD Edwards experience, a plus.
    • Background in managing P&L.
    • Travel up to 50%.
    • Relocation within reasonable driving distance of Morgantown, PA required after an agreed period of personal familiarization with the local area.

    SAFETY:

    Safety is paramount on any Morgan operation. This position is expected to be familiar with the company's safety program and enforce the safety policy always. Never walk past an unsafe act.

    PHYSICAL REQUIREMENTS:

    Working in an office environment in a seated position a minimum of eight hours per day is required. Working in a standing position, walking outdoors and through factories during periods of high and low temperatures. Traveling on business by air and ground to include driving rental cars when appropriate.

    This job operates in a service center / manufacturing plant environment. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

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