Job Description: Aftersales Manager – Krone Canada Role Overview Location: Ontario, Canada (with National Responsibility) Reports To: Managing Director, Krone Canada Direct Reports: To be determined as the Canadian organisation grows About Krone Canada Krone Canada is a newly established subsidiary of the Krone Group, one of the world's leading manufacturers of premium forage harvesting equipment. As a new entity, Krone Canada has an exciting opportunity to build a world-class customer support organisation from the ground up, working in close partnership with KRONE headquarters in Germany and the established KRONE team in the United States. The Aftersales Manager will play a pivotal role in shaping the Canadian customer experience, establishing dealer support processes, developing aftermarket growth strategies, and building KRONE's reputation for exceptional service throughout Canada. Position Summary The Aftersales Manager will be responsible for establishing, leading, and developing all aftersales activities for Krone Canada. This includes parts operations, technical support, warranty management, dealer development, training, customer satisfaction, and service excellence. As one of the key leadership positions within the new Canadian business, the successful candidate will have a unique opportunity to build the aftersales function from the ground up, implementing best practices and creating scalable processes that support KRONE's long-term growth objectives in Canada. The role requires strong collaboration with colleagues in Germany and the United States to ensure alignment with global standards, product support strategies, dealer development initiatives, and customer service excellence. Key Responsibilities

1. Establish and Develop the Canadian Aftersales Organisation Build and implement the aftersales strategy for Krone Canada. Develop the systems, processes, policies, and performance measures required to support a growing dealer network. Act as the primary point of contact for all aftersales-related matters in Canada. Support the launch and expansion of KRONE products within the Canadian market.
2. Dealer Network Support and Development Develop strong working relationships with dealers across Canada. Support dealer onboarding and aftersales readiness. Conduct regular dealer visits to provide support and identify improvement opportunities. Assist dealers in developing their service, parts, and technical support capabilities. Drive dealer performance through clear KPIs and continuous improvement initiatives.
3. Parts Business Management Develop and execute the Canadian parts strategy. Work closely with Germany and the US teams to establish parts inventory planning and forecasting processes. Ensure high levels of parts availability while maintaining efficient inventory management. Monitor inventory performance, turnover, fill rates, and customer service levels. Identify opportunities to improve supply chain efficiency and customer support.
4. Technical Support and Service Excellence Serve as the senior technical support contact for dealers and customers. Coordinate the resolution of complex technical and product support issues. Work closely with engineering and product support teams in Germany and the USA. Manage field issues and ensure timely communication between the dealer network and KRONE headquarters. Lead service campaigns, technical updates, and product improvement initiatives. Support successful product introductions and dealer service readiness.
5. Warranty Management Implement and oversee warranty administration processes for Canada. Ensure compliance with KRONE global warranty policies and procedures. Review and manage warranty claims to ensure accuracy and timeliness. Analyse warranty data and identify trends. Control warranty costs while maintaining exceptional customer support.
6. Customer Experience and Brand Reputation Champion a customer-first culture throughout the organisation and dealer network. Ensure customers receive industry-leading support throughout the equipment lifecycle. Manage and resolve escalated customer concerns. Gather customer feedback and implement actions to improve satisfaction. Protect and enhance the KRONE brand through professional and responsive aftersales support.
7. Training and Capability Development Develop and coordinate technical training programs for dealers and internal employees. Work closely with KRONE Germany and KRONE North America to leverage global resources. Identify technical competency gaps and implement development plans. Support service technician certification and development initiatives. Ensure dealers remain current on new products, technologies, and service procedures.
8. Cross-Functional and International Collaboration Act as the primary Canadian aftersales liaison with KRONE Germany and KRONE USA. Participate in regular international meetings and business reviews. Ensure global standards and processes are effectively implemented within Canada. Share market feedback, customer insights, and dealer requirements with international stakeholders. Support strategic projects and business development initiatives across North America. Qualifications and Experience Education Bachelor's degree in Business, Agriculture, Engineering, Mechanical Engineering, or related discipline preferred. Relevant industry experience may be considered in lieu of formal qualifications. Experience Minimum 7 years of experience within agricultural machinery, farm equipment, heavy equipment, or related industries. Proven experience in aftersales, dealer support, service management, technical support, warranty, or parts operations. Experience developing dealer networks and customer support programmes. Experience working within an international business environment is highly desirable. Demonstrated success in building processes, teams, and business functions within a growing organisation. Key Skills and Competencies Leadership: Ability to build and lead a function within a start-up environment. Strong coaching and development skills. Ability to influence without direct authority. Commercial Acumen: Strong understanding of parts and service profitability. Experience managing budgets and performance metrics. Results-oriented with a focus on sustainable growth. Customer Focus: Passion for delivering outstanding customer experiences. Strong relationship-building skills with customers and dealers. Effective problem-solving and conflict resolution capabilities. Technical Capability: Understanding of agricultural machinery and related technologies. Ability to diagnose and support technical issues. Strong analytical and troubleshooting skills. Communication: Excellent verbal and written communication skills. Ability to engage effectively with dealers, customers, and international stakeholders. Confident presenter and facilitator. Travel Requirements Frequent travel throughout Canada. Occasional travel to the United States and Germany for training, strategic planning, and collaboration with KRONE headquarters. What Success Looks Like (First 12–24 Months) Within the first 12–24 months, the Aftersales Manager will have: Established a professional and scalable aftersales organisation for Krone Canada. Built strong, productive relationships with the Canadian dealer network. Successfully implemented KRONE global aftersales processes and standards. Delivered high levels of customer satisfaction and dealer engagement. Developed effective collaboration with colleagues in Germany and the USA. Driven measurable growth in parts and service revenue. Positioned KRONE Canada as a trusted premium support provider within the Canadian agricultural market. This is a unique opportunity to join Krone Canada at the beginning of its journey and play a key leadership role in establishing the organisation's customer support strategy, dealer network capabilities, and aftermarket success across Canada while working closely with global colleagues in Germany and the United States.