Senior Manager Parts, Customer Care

About this Role

Role: Senior Manage Parts, Customer Care

Location: Crestline - Saskatoon, SK | Demers - Beloeil, QC | Braun - Van Wert, OH | Medix - Elkhart, IN

Schedule: Full Time, Monday to Friday 8:00am-4:30pm

At Pulse Vehicles, our Customer Care & Aftermarket team is at the heart of delivering on our promise to support those who serve others. Demers, Braun, Crestline, and Medix each bring a proud history, distinct market presence, and deep customer relationships. Together, our family of brands is united by a shared commitment to safety, service, innovation, and maximizing vehicle uptime for the customers who depend on us every day.

As our organization continues to grow, we are building a unified North American aftermarket business that leverages the strengths of each brand while delivering a consistent, industry-leading customer experience across our ambulance, bus, and specialty vehicle product lines.

We are seeking a Senior Manager Parts, Customer Care to join our Customer Care & Aftermarket leadership team. Based at one of our North American locations-Crestline (Saskatoon, SK), Demers (Beloeil, QC), Braun (Van Wert, OH), or Medix (Elkhart, IN)-this role will lead our North American parts business, driving commercial growth, operational excellence, inventory strategy, and digital transformation while ensuring our customers receive the parts and support they need to keep their vehicles operating safely and efficiently.

Working closely with leaders across Customer Care, Service, Engineering, Supply Chain, Procurement, Finance, Warranty, and IT, you'll play a key role in shaping the future of our aftermarket business and delivering an exceptional customer experience across our family of brands.KEY RESPONSIBILITIES

As the Senior Manager Parts, Customer Care, you will:

Lead the North American Parts Business Unit across Demers, Braun, Crestline, and Medix, establishing consistent operating standards while supporting the unique strengths of each brand.

Develop and execute strategies that drive sustainable parts sales growth, profitability, and aftermarket business expansion.

Build commercial sales programs for fleet customers, dealers, distributors, service partners, and internal service operations.

Develop pricing strategies, commercial controls, and margin improvement initiatives that maximize business performance.

Lead inventory planning, replenishment strategies, warehouse operations, and inventory optimization to improve parts availability while balancing working capital.

Champion operational excellence by improving fill rates, inventory accuracy, order fulfillment, customer response times, and overall service performance.

Ensure exceptional customer support by leading processes that minimize vehicle downtime and improve customer satisfaction.

Lead budgeting, forecasting, financial planning, and business performance reporting for the North American Parts Business Unit.

Partner with Procurement, Supply Chain, Engineering, Service, Warranty, Finance, and IT to improve parts availability and support continuous business improvement.

Serve as the business lead for e-commerce initiatives, digital parts catalogs, and customer self-service capabilities.

Develop performance dashboards and key performance indicators that support data-driven decision-making.

Lead, coach, and develop a high-performing multi-site team while fostering a culture of accountability, collaboration, innovation, and continuous improvement.

QUALIFICATIONS

As the Senior Manager Parts, Customer Care, you will have:

Technical Skills & Experience

Bachelor's degree in Business, Supply Chain Management, Operations Management, Engineering, Commerce, or a related discipline. An equivalent combination of education and experience will also be considered.

Minimum 7 years of progressive leadership experience in parts management, aftermarket operations, supply chain, inventory management, distribution, or a related business.

Minimum 5 years of leadership experience managing multi-site or geographically dispersed teams.

Proven success driving business growth, improving operational performance, and delivering exceptional customer service in a business-to-business environment.

Strong knowledge of inventory management, forecasting, replenishment planning, warehouse operations, pricing strategies, and commercial performance.

Experience working with ERP, CRM, inventory management, and business reporting systems.

Strong analytical and financial acumen with advanced Microsoft Excel skills. Experience with Power BI or similar reporting tools is considered an asset.

Experience within manufacturing, emergency vehicles, commercial vehicles, automotive, transportation, heavy equipment, or related industries is preferred.

Knowledge of ambulance or bus products and aftermarket operations is considered an asset.

Fluency in English is required. French language skills are considered a strong asset.

Ability and willingness to travel throughout Canada and the United States.

Core Competencies

Strategic business and commercial leadership

Customer-focused with a commitment to service excellence and vehicle uptime

Exceptional leadership, coaching, and team development skills

Strong communication, collaboration, and relationship-building abilities

Excellent analytical thinking and problem-solving skills

Results-oriented with a continuous improvement mindset

Strong organizational and project management capabilities

High level of accountability, integrity, and professionalism

Ability to influence and build alignment across multiple brands, locations, and functional teams

WHY CHOOSE CRESTLINE COACH?

Crestline Coach takes pride in a strong company culture that embodies excellence, integrity, trust and innovation. To foster a strong culture, we believe in a progressive, dynamic and solution-based environment and want to prosper amongst the best and brightest in the country. Benefits of working with Crestline Coach include:

A competitive salary with bonus earning potential including a recruitment referral bonus.

Health benefits including dental, extended health care, long and short-term disability coverage, accident and serious illness insurance, life insurance, and a health spending account.

A group registered retirement savings plan that has a 4% matching, occupational vision care, employee, and family assistance programs along with a virtual walk-in clinic that provides unlimited healthcare for you and your family.

Milestone and service awards at five-year increments.

Access to CUBBI, a discounted food delivery service of fresh meals from local kitchens, and Sutton Smart Perks Discounts for services and discounts from local businesses.

Career path and career longevity support by approved professional development opportunities and cost reimbursement, including association memberships.