Manager is responsible for product support in the North East US and Eastern Canada territories. 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. Respond 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:

• 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 paper 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, ability to read technical drawings and schematics)
• Ability to read technical parts and service manuals, 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)

• Experience using an ERP system (SAP preferred)
• A minimum of two years of varied dealer/customer contact experience
• An automotive or industrial equipment background

EDUCATION

• Associate’s degree or related experience preferred (suggested coursework includes customer service, engineering technology, industrial technology, etc.)
• Automotive Service Excellence (ASE) certification preferred