Aftermarket Department Manager

The Aftermarket Department Manager owns strategy implementation, budget score carding, contract maintenance and pricing validation, and day-to-day performance of T-H Marine's aftermarket business — warranty and returns, dealer and customer support, and the aftermarket product line. This role directly manages the department's specialists and coordinators, implements policy and KPIs for the function, and partners with Sales, Quality, Product Development, and Purchasing to grow aftermarket revenue while protecting the experience of our dealers, distributors, and boat owners. This is a direct leadership role: the manager is accountable for department results and works directly with the team and with senior leadership.

Department Leadership & Strategy

• Implement vision, achieve annual goals, and operating plan for the aftermarket department in alignment with company strategy.
• Establish department policies, procedures, and service-level standards for warranty, returns, and dealer support.
• Own the department's staffing plan, ensuring the team is sized and skilled to meet volume and service targets.

Team Management

• Hire, train, schedule, and manage the performance of aftermarket specialists and coordinators.
• Conduct regular performance reviews, set individual goals, and build development and succession plans.
• Foster a culture of accountability, accuracy, and customer-first service within the department.

Warranty & Returns Oversight

• Own the warranty claims and RMA process end to end, including policy, exception approval, and cost control.
• Monitor warranty cost and claim trends; partner with Quality and Product Development on root-cause and corrective action.
• Ensure claims are processed accurately and within target turnaround times across the team.

Dealer & Customer Relationship Management

• Serve as the senior point of contact for escalated dealer, distributor, and key-account issues.
• Build and maintain relationships with major dealers and distributors to support retention and growth.
• Develop show planning process to ensure sales growth, special pricing, samples, and hard assets are successful.
• Ensure consistent, high-quality support across all aftermarket customer touchpoints.
• Attend customer shows to grow relationships and sales. 

Aftermarket Product Line Performance

• Own revenue and margin performance of the aftermarket product line.
• Partner with Product Management on SKU strategy, pricing, new-product rollout, and lifecycle/discontinuation planning.
• Maintain oversight of catalog accuracy — fitment, pricing, and part-number integrity.

Budget, Reporting & Process Improvement

• Manage the department's operating budget and forecast warranty reserve and related costs.
• Establish KPIs and a regular reporting cadence, present department performance, and make recommendations to senior leadership.
• Drive continuous improvement in ERP/CRM systems and department workflows.

Cross-Functional Partnership

• Collaborate with Sales, Marketing, Quality, Purchasing, and Supply Chain to align aftermarket priorities with broader company goals.
• Represent the aftermarket function in cross-departmental planning and product launch discussions.

• 7–10+ years of experience in aftermarket, warranty, parts operations, or customer service, ideally in marine, automotive, or another durable-goods industry.
• 3+ years of experience managing a team, including hiring, coaching, and performance management.
• Demonstrated experience owning a budget, cost center, or P&L responsibility.
• Deep knowledge of warranty/RMA processes, ERP or CRM systems, and aftermarket sales channels (dealers, distributors, retailers).
• Strong leadership, communication, and negotiation skills; comfortable presenting to senior leadership and managing key-account relationships.
• Bachelor's degree in business or a related field preferred, or equivalent professional experience.
• Proficient in Microsoft Office (Excel in particular); experience with ERP/CRM systems a plus.
• Able to work onsite at T-H Marine's Huntsville, AL facility.

Preferred

• Experience in the marine, boating, or outdoor recreation industry.
• Experience managing supplier or vendor relationships related to parts sourcing and availability.

Primarily an office environment with occasional time on the warehouse or production floor to review returned products or department operations and build customer show assets and delivery. May require sitting for extended periods, occasional lifting up to 25 lbs., and use of standard office and warehouse equipment. Occasional travel to visit key dealers or distributors may be required.