The Regional Product Support Manager is responsible for product support in the assigned territory in North America. Provide technical assistance and training to dealers to support KION products. Resolve product issues rapidly and accurately to improve product quality as delivered to our customer and dealer network. Response to inquiries are expected to be prompt, accurate and delivered in a professional manner. Provide ad-hoc assistance with warranty claims and support the Product Support department staff in development of materials for training and support reference. Position requires extensive overnight travel to all areas of assigned region.
What we offer:
Essential Duties and Responsibilities:
- Respond via telephone and written communications with urgency, courtesy and professionalism to dealer requests for technical assistance (follow-up and follow-through are essential)
- Accurately document events as they happen
- Train dealer technicians to properly utilize service software tools, computer databases and electronic manuals to correctly diagnose and resolve product problems in the field
- Provide ad-hoc on-site support for product demonstrations
- Effectively communicate with internal counterparts regarding developing issues and to obtain required information as necessary
Other duties as assigned to support customer service efforts. Examples may include on-site installation support, assisting in developing and monitoring dealer aftersales support efforts, assisting in the development of various product marketing campaigns, initiating outgoing telephone calls to dealers to improve communication, etc.
Tasks and Qualifications:
Qualifications:
- Excellent technical and mechanical skills and practical experience related to troubleshooting, diagnosis and repair related to forklift products and technology (DC/AC, hydraulics, hydrostatic technology, IC and Diesel)
- Ability to read technical parts, service manuals and schematics, particularly for Linde Material Handling equipment
- Ability to effectively communicate technical information via telephone, email, internet tools and in person
- Practical experience with Linde products, components and dealers preferred
- Proficiency in Microsoft Office applications (Word, Excel and PowerPoint)
- Strong computer skills and experience using diagnostic software
- A minimum of two years of varied dealer/customer contact experience
- An automotive or industrial equipment background preferred
Physical requirements:
While performing the duties of this job, the employee will often work in cramped places and will require bending, turning and squatting. Frequently standing and/or walking for periods of time. Must be able to lift up to 50 pounds. The employee will be exposed to moving mechanical parts and must be able to follow all safety and tag out procedures.
Education:
- Associate degree or related experience preferred (suggested coursework includes customer service, engineering technology, industrial technology, etc.)
- Automotive Service Excellence (ASE) certification preferred
Supervisor Responsibilities: