Yanmar Compact Equipment North America Inc. (YCENA) is a premium, professional OEM delivering industry-leading compact construction equipment — including excavators, wheel loaders, and track loaders — backed by a North American dealer network. As part of the One Yanmar global strategy, YCENA is investing in the people, programs, and infrastructure required to drive sustained growth across key verticals and markets. This position is a remote position in North Central Region of U.S. 

Parts & Service Manager

1. Role Mission 

Drive profitable aftermarket growth, increasing dealer capability, and support customer uptime across North America by embedding One Yanmar service standards, discipline, and execution rigor into all of our actions, throughout the assigned dealers and territory.

2. Core Responsibilities

A. Dealer Performance & Growth

• Own YCENA Dealer Parts & Service revenue growth within North America
• Execute dealer-specific business plans for the growth of Yanmar parts sales
• Execute dealer-specific business plans to support customer retention 
• Promote adoption of all One Yanmar Dealer initiatives 
• Drive aftermarket programs utilization and penetration 

B. Customer Support & Uptime

• Ensure rapid resolution of field issues related to quality, warranty, and technical support 
• Lead aftermarket CSI/NPS recovery actions with dealers 
• Monitor and support Warranty process and recovery rates 

C. Capability Building -Dealer Excellence

• Implement training plans and encourage Dealer participation in YCENA training initiatives
• Drive utilization of special tools
  • Dealer Portal
  • YDS 
  • SA-Diagnostic tool
  • SA-Remote -Telematics platform
• Lead standardization of Dealer parts and service best practices 

D. Inventory & Parts Discipline

• Ensure dealers maintain a healthy inventory of parts to support their local population
• Drive dealer forecast accuracy and stocking compliance
  • Focus on fastest moving parts to support their Service Department support
• Align with NA Parts distribution policies and annual Dealer business plans  
• Assist with expediting of Dealer parts back orders

E. Governance & Execution

• Enforce One Yanmar standards process, reporting, and accountability
• Own monthly performance reviews with dealers 
• Escalate issues and close gaps  with urgency 

F. Other Duties

· Other duties and responsibilities as assigned to meet the company objectives 

3. 30-60-90 Day Execution Plan

First 30 Days – Diagnose & Align

• Dealer segmentation -Top / Growth / At Risk 
• Baseline KPIs: 
  • Parts sales year over year growth plus 8-12% 
  • Warranty recovery rate 85% of dollars
  • Warranty first pass acceptance of 85%
  • Fill rate of 85% of fast-moving parts
  • CSI/NPS year over year growth plus 10 points
• Dealer customer retention improvement YOY
• Identify top 3-5 dealer gaps from their existing business plan 
  • Execute corrective measures plan with the Dealer
• Align with: 
  • Sales Commercial Team
  • Parts YA Parts Support

Output: Regional Territory Aftermarket Action Plan -by dealer

60 Days – Activate & Implement

• Launch dealer-specific improvement plans 
• Implement: 
  • Training -technical + commercial support 
  • Inventory corrections 
  • CSI/NPS recovery actions 
• Review monthly results of dealer scorecards 
• Drive quick wins: 

Output: Measured improvement in top 3 KPIs per dealer

90 Days – Deliver & Standardize

• Establish repeatable cadence: 
  • Monthly Dealer contact, and reviews       
  • KPI tracking dashboard 
• Show financial impact: 
  • Parts growth 
  • Service revenue lift 
  • Aftermarket program engagement
• Escalate structural gaps within YCENA: 
  • Low Inventory performance
  • Training gaps 
  • Dealer capability issues 

Output: Sustained execution model + visible P&L contribution

4. KPI Framework -North America Standard

A. Financial Performance

• Parts Revenue Growth:  plus 8–12% YoY 

B. Customer & Quality

• CSI / NPS Improvement: plus 10 pts YoY 
• Warranty recovery rate of 85%      

C. Operational Excellence

• Fill Rate - Dealer-facing: 
  • A Parts: 98% 
  • Overall: 85% 
• Inventory Turns: increase 3%

D. Dealer Capability

• Assigned Dealer online training completion : 100% within 6 months
• Training completion rate 90%  including ILT course annually
• Tool Utilization -YDS, Dealer Portal, Helpdesk, SA-D, SA-R: 100% adoption 
• Monthly Dealer Reviews: 100%  completion 

E. Execution Discipline

• Action Closure Rate: 95% within 30 days 
• KPI Reporting Compliance: 100% on time 

5. Dealer-Facing Scorecard - outline

1. Growth

• Yanmar Parts Sales - $ / YoY 
• Yanmar Service Revenue  -$ / YoY 

2. Customer

• CSI Score 
• Open Issues Aging 

3. Operations

• Fill Rate 
• Backorders 
• Inventory Health 

4. Capability

• Training Completed 
• Support tools utilization % 

5. President-Level Expectations

This role is not just support — it is commercial leadership in the field.

• We do not observe problems — we own and we close them with urgency
• We do not wait for dealers — we lead them 
• We do not manage activity — we deliver outcomes 

Execution is the differentiator.

6. One Yanmar Standard

• One process for parts &  service across NA 
• One KPI framework  - consistently applied across all dealers
• One level of accountability  - no exceptions
• One dealer experience - regardless of region or dealer size

Experience, Education & Competencies

Experience & Education

• Bachelor's degree in Business, Engineering, or a related field preferred; equivalent experience considered.
• Minimum 5-7 years of experience in parts management, service operations, or aftermarket within the construction equipment, agricultural equipment, or related OEM or dealer industry.
• Prior experience working with a dealer network in an OEM environment strongly preferred.
• Proven experience managing parts programs, warranty administration, and service operations across a multi-location or national dealer network.
• Experience developing and delivering technical training programs an asset. 

Technical Knowledge

• Strong knowledge of parts and warehousing processes, inventory management, and aftermarket operations.
• Solid understanding of shop and field service operations for compact equipment -CTL, skid steer, mini excavator.
• Knowledge of warranty administration processes, systems, and best practices.
• Familiarity with vendor/supplier systems and administrative practices related to parts procurement and distribution.
• General financial knowledge including ability to manage budgets, analyze costs, and read P&L statements.

Core Competencies

• Exceptional communication and interpersonal skills — able to work effectively with dealers, internal teams, and global counterparts.
• Strong leadership and people management capabilities.
• Analytical mindset with the ability to interpret operational data and drive decisions.
• Highly organized with the ability to manage multiple priorities across a national geography.
• Comfortable working in a cross-cultural, international business environment.
• Proficiency in Microsoft Office Suite; experience with dealer management systems, ERP, or CRM platforms an asset.
• Willingness to travel domestically and internationally as required.