Service and Parts Manager

We are seeking to recruit a suitably qualified candidate to join the team at F.T. Farfan (Jamaica) Limited for the position outlined below.

Job Purpose

This position is responsible for the overall strategic management and development of the Service & Parts department, in all aspects of operations in order to provide customers with the highest standard of service availability nationally.

KEY RESPONSIBILITIES

• Work with the General Manager and Regional STIHL Manager to construct annual strategic plans, departmental operating budgets, and capital expenditure proposals.
• Establish and monitor operational revenue targets and cost controls to ensure agreed profit margins across parts and service divisions.
• Manage parts inventory systems, calculating optimal reorder points, order quantities, and stock-to-non-stock transitions to balance cash flow with parts availability.
• Monitor inventory performance metrics (turnover rates, fill rates, stock order purchase ratios) to ensure stock readiness for both workshop operations and external network orders.
• Serve as the primary technical escalation point for dealer network inquiries, maintaining unified after-sales service standards across all locations.
• Direct the STIHL warranty administration process, ensuring dealer and internal warranty claims, equipment inspections, and reimbursements comply strictly with OEM standards.
• Standardize workflow processes for equipment repairs, commissioning, predelivery inspections (PDI), and customer handovers to maximize first-time fix rates.
• Oversee the availability, calibration, and maintenance of specialized STIHL tooling and diagnostic software, while maintaining a fully updated digital technical library.
• Implement structured training programs to ensure internal technicians and regional dealer staff achieve and maintain required STIHL technical certifications.
• Lead the prompt investigation and resolution of complex customer complaints regarding equipment performance, repairs, and installations.
• Align regularly with the General Manager and Sales Manager to address internal operational needs, support sales demo requests, and optimize dealer network service delivery.
• Demonstrates active adherence to all relevant Health, Safety and Environmental (HSE) policies and procedures, while also promoting HSE awareness.
• Responsible for Team compliance as it relates to Health, Safety and Environmental (HSE) policies and procedures.
• Performs other related responsibilities that may be required to enhance the operations of the Company.

KNOWLEDGE & EXPERIENCE

•  Bachelor’s degree in Mechanical Engineering, Electrical Engineering, Industrial Operations, Business Administration, or a related technical discipline.
• Recognized OEM Technical Master Certification (e.g., STIHL Master Technician status), Supply Chain/Inventory Management certification (e.g., APICS/CPIM), or formal HSE Management certification.
• Minimum of five (5) to seven (7) years of progressive leadership experience managing Parts and Service operations within a commercial power equipment, agricultural machinery, or heavy industrial distribution network.
• Proven track record of supporting B2B sub-dealer networks, overseeing field services, and administering manufacturer warranty operations.
• Deep diagnostic and mechanical understanding of 2-stroke/4-stroke internal combustion engines, modern lithium-ion commercial battery platforms, and electronic engine management software.
• Solid working knowledge of inventory control logic, including demand forecasting, reorder point calculations, safety stock modeling, and turnover analysis.
• Proficiency in Enterprise Resource Planning (ERP) inventory modules, Electronic Parts Catalogs (EPC), digital technical documentation libraries, and Microsoft Office Suite (advanced Excel).
• In-depth understanding of workshop Health, Safety, and Environmental (HSE) regulations, safe tool operation guidelines, and hazardous material handling protocols (e.g., commercial lithium battery transport and storage).
  

KEY COMPETENCIES 

• Proven ability to lead, motivate, and develop multi-disciplinary teams across service, parts, and field operations while setting clear performance benchmarks.
• High-level verbal and written communication skills, including the ability to compose structured technical reports and conduct dealer presentations.
  
• Excellent interpersonal and skills
• Excellent organizational skills
• Excellent analytical and negotiation skills

Please note: This is an on-site position. Successful candidates must be legally authorized to work in Jamaica. Any relocation costs associated with accepting this position will be the sole responsibility of the successful candidate.