Parts Manager

JOB DESCRIPTION Parts Manager Department Operations / Aftermarket Parts Reports To TBD Direct Reports None at start; expected to hire and build the parts team as volume grows Employment Type Full-time, exempt Location On-site, with occasional travel to warehouse and supplier sites POSITION SUMMARY How this role wins: the right product, at the right time, in the right condition, properly invoiced. The Parts Manager owns the replacement and service parts program end to end: what we stock, how fast it ships, and how parts support warranty claims and field repairs. This role is the hub between Procurement, Warehouse, Customer Service, Warranty, and Technical Support, making sure the right part reaches the right contractor or homeowner the first time. This is a newly created role. The Parts Manager will build the parts function from the ground up, setting the processes, systems, and team structure that the five partner departments will rely on. KEY RESPONSIBILITIES Parts Program and Inventory Own the service parts catalog, including part numbers, BOM cross-references, supersessions, and model-to-part mapping for current and legacy units. Set stocking levels, min/max points, and safety stock using demand history, warranty trends, and new product launches. Run cycle counts and the annual inventory; resolve variances with Warehouse and Accounting. Manage obsolete and slow-moving stock, including end-of-life buys and write-off recommendations. Keep parts data accurate in the ERP (NetSuite) and on parts lists, exploded views, and the website. Procurement Build monthly and quarterly parts forecasts and hand them to Procurement as purchase requirements. Work with Procurement on supplier lead times, MOQs, pricing, and factory parts orders bundled with finished-goods POs. Track open POs and expedite critical shortages; escalate supply risks early. Flag quality or packaging issues on inbound parts and support supplier corrective actions. Warehouse and Logistics Define bin locations, labeling, and packaging standards for parts. Set pick/pack/ship priorities and same-day cutoff rules for warranty and down-unit orders. Coordinate receiving, put-away, and transfer orders between warehouses and 3PLs. Monitor fill rate, order accuracy, ship time, and condition on arrival (packaging, shipping damage); fix root causes with the Warehouse lead. Customer Service Serve as the escalation point for parts availability, ETAs, backorders, and wrong-part issues. Train CS reps on part lookup, model/serial decoding, and substitutions. Keep CS scripts, FAQs, and parts price lists current. Handle returns and RMAs for parts, including restocking and credit approvals. Warranty Fulfill approved warranty claims quickly and accurately; prioritize no-heat/no-cool cases. Reconcile warranty parts usage, defective-part returns, and supplier recovery claims. Review warranty failure data with the Warranty team to spot trends and adjust stock. Support audits of warranty parts shipments and credits. Technical Support Partner with Tech Support to confirm the correct part from symptoms, error codes, and diagnostics. Feed field failure reports into stocking plans and engineering/quality reviews. Maintain parts documentation (diagrams, kits, compatibility notes) used by techs and contractors. Get parts in place before new product launches and engineering changes take effect. Pricing Build and maintain the parts price list, including list, contractor/dealer, distributor, and internal transfer pricing. Set pricing from landed cost (part cost, freight, duty, tariffs, handling) and target margins agreed with Finance. Review prices at least annually and whenever supplier costs, tariffs, or freight change significantly. Benchmark against competitor and aftermarket pricing for common replacement parts. Define pricing for kits, out-of-warranty repairs, expedited shipping, and restocking fees. Set the internal cost rates used to charge warranty parts back to suppliers or to the warranty r…

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