Regional Product Support Manager

Department: Product Support

Reporting to: North American Field Service Manager

Position Purpose: This position is responsible for the execution of service and parts plans and policies within a specified region. The focus is to ensure effective and profitable customer support penetration and the continuous improvement customer satisfaction.

•         Major Tasks, Responsibilities & Key Accountabilities
•         Develop dealer support to levels that meet or exceed dealer established metrics
•         Ensure dealer and customer queries and complaints are handled promptly and efficiently
•         Ensure all weekly and monthly field reports are properly and timely completed and distributed
•         Ensure dealers are able to offer adequate product support for new product introductions
•         Ensure dealers are updated on all product changes and developments and FSI’s completed
•         Identify, evaluate and propose new dealers in conjunction with commercial counterpart
•         Identify dealer service training needs and ensure that they are fully met
•         Conduct technical service training courses on all products as required
•         Conduct formal quarterly Dealer business plan reviews in conjunction with commercial counterparts
•         Assist dealers with warranty policy training, implementation and administration
•         Administer New Policy Introduction Plans across all dealers
•         Support National Account and Strategic account business as required
•         Assist dealers with parts sales and marketing
•         Ensure dealer personnel are trained and functional with product support systems and tools
•         Additional duties as assigned by the North American Field Service Manager

Minimum Qualifications

•         Associate’s degree or five years of technical service/training experience within a related industry
•         Must pass any drug screens, background checks and any pre-employment tests as applicable

Preferred Qualifications

•         Bachelor’s degree in Business or related field
•         Seven years of technical service/training experience within a related industry

Knowledge, Skills, Abilities & Competencies

•         Proficiency with Microsoft Word, Excel, Access and PowerPoint
•         Experience with P&L, ROI, absorption rates and other business related metrics
•         Ability to give direction well, both written and verbal
•         Effective presentation and written communication skills
•         Excellent customer service, problem solving and organization skills
•         Detail oriented and able to multi-task while maintaining a sense of urgency
•         Willingness to travel up to 80% as required nationally or internationally
•         Capability to travel by air or car for extended periods of time
•         Strength to life 50 lbs
•         Ability to climb onto and underneath equipment to assist in repair and diagnosis of problems