Aftermarket Inside Account Lead

Position Purpose

The Aftermarket Inside Account Lead serves as a critical connector across the Americas aftermarket function, owning the end-to-end customer support experience and enabling speed, alignment, and execution across the business.

This role operates as the central point of accountability for customer and representative engagement, ensuring timely, accurate, and high-quality support that delivers a best-in-class customer experience.

This position is responsible for orchestrating cross-functional collaboration to remove barriers, accelerate order execution, and resolve complex issues.

By partnering closely with Applications, Engineering, Sales, Operations, Supply Chain, and Warranty, the Inside Account Lead ensures seamless coordination and alignment to meet customer commitments and business objectives.

Reporting to the Market Leader, Aftermarket, this role is expected to evolve into a people leadership position, with increasing responsibility for team development, performance management, and capability building within the Inside Account function.

Principal Accountabilities


* Act as the primary owner of the aftermarket customer experience across the Americas region, ensuring consistent, responsive, and high-quality support


* Lead end-to-end communication from initial inquiry through resolution, driving clarity, accountability, and proactive updates


* Deliver timely and accurate responses to customer and representative inquiries, including order status, lead times, and technical coordination


* Build and strengthen strategic relationships with representatives to enhance responsiveness, trust, and overall customer satisfaction


* Drive urgency and execution across the function by identifying bottlenecks, expediting orders, and aligning cross-functional teams


* Own and lead exception management, including escalations, delays, and complex order issues, ensuring timely and effective resolution


* Partner cross-functionally with Sales, Manufacturing, Engineering, Warranty, and Supply Chain to align priorities and deliver on customer commitments


* Support achievement of the aftermarket sales plan through close collaboration with Aftermarket leadership and plant teams


* Serve as a key facilitator of communication between internal stakeholders and external representatives to ensure seamless execution


* Identify, prioritize, and implement process improvements that enhance speed, communication, and operational efficiency


* Contribute to and help lead continuous improvement initiatives across the Aftermarket function

Nature and Scope

The Aftermarket Inside Account Lead operates with a high degree of autonomy and accountability, serving as the central point of coordination for representative and customer communication across the Americas region.

This role requires frequent engagement with internal and external stakeholders, including Sales Management, Warranty, Engineering, Supply Chain, an...