Service and Parts Manager

About the role

F.T. Farfan (Jamaica) Limited is recruiting a Service and Parts Manager for its STIHL business in Kingston. The post covers the strategic management and development of the Service and Parts department so that customers receive the highest standard of service availability nationwide. It is an on-site position open to candidates legally authorized to work in Jamaica.

Key responsibilities

• Work with the General Manager and Regional STIHL Manager to build annual strategic plans, departmental budgets and capital expenditure proposals.
• Set and monitor revenue targets and cost controls to protect agreed profit margins across parts and service.
• Manage parts inventory, including reorder points, order quantities and stock-to-non-stock transitions, and monitor turnover, fill rates and stock order ratios.
• Act as the main technical escalation point for dealer network inquiries and standardize after-sales service standards.
• Run the STIHL warranty process, ensuring claims, inspections and reimbursements meet OEM standards.
• Standardize repair workflows, commissioning, pre-delivery inspections and customer handovers to improve first-time fixes.
• Maintain calibrated tooling and diagnostic software and keep a digital technical library up to date.
• Run training programmes so technicians and dealers hold STIHL technical certifications.
• Resolve complex customer complaints about equipment performance, repairs and installations.
• Support sales demo requests and align with the General Manager and Sales Manager on dealer service delivery.
• Ensure compliance with HSE policies and promote HSE awareness.

Required profile

• Bachelor's degree in Mechanical or Electrical Engineering, Industrial Operations, Business Administration or a related technical field.
• OEM Technical Master certification (e.g. STIHL Master Technician), Supply Chain/Inventory Management certification (e.g. APICS/CPIM) or HSE Management certification.
• 5 to 7 years of progressive leadership experience managing Parts and Service operations in a commercial power equipment, agricultural machinery or heavy industrial distribution network.
• Track record supporting B2B sub-dealer networks, overseeing field services and administering manufacturer warranties.
• Knowledge of 2-stroke/4-stroke engines, lithium-ion battery platforms and electronic engine management software.
• Understanding of workshop HSE regulations, safe tool use and hazardous material handling.

Required skills

• Inventory control: demand forecasting, reorder points, safety stock and turnover analysis.
• ERP inventory modules, electronic parts catalogs, digital technical libraries and advanced Excel.
• Leadership of multi-disciplinary teams, strong communication, analytical and negotiation skills.