Product Service Manager

Job Description

Job Description

Description

This position provides a communication link between the field (District Service Managers, Dealers, etc.) and internally with Product Management, Quality, Parts, Engineering, Manufacturing, Sourcing, and Product Liability teams. The focus of this position is on product issues, emerging issue discovery, prioritization, resolution and continuous improvement. External relationships are built with the company's dealerships and customers for the purpose of information, fact gathering and sharing.

Role & Responsibility

Communication of Product Concerns

• Lead the effort in identifying and prioritizing product issues and assist in solving these issues to improve quality and reliability of the assigned product line with the goal of achieving total customer satisfaction.
• Proactively communicate product information in a clear, concise, consistent format to keep the company's field staff and the company's dealer service, sales, and parts personnel informed and up-to-date.
• Make recommendations regarding field modifications related to product line responsibility. Assist in generating appropriate justification, internal documentation, and communication to our dealers, the company field staff, and the end users.
• Provide up-to-date product quality and performance status to Manufacturing, Product Management, Quality and Engineering based on customer, dealer and warranty data.

New Product Development

• Hold an active role in new product development through support, communication, and voicing the needs of our customers and dealers relative to current product quality, reliability and serviceability.

Product Update Training

• Conduct or supervise product update training regarding product improvements and new product introductions. These are held on the dealer level as well as internal to the company's field staff on a worldwide basis
• Additional responsibilities or projects as needed to support the team and company best.

Additional Information:

• The person in this position interacts with many of the other departments within the company by providing information and working on the resolution of problems for improvements in safety, quality and reliability of the product. Information gathering requires close communication. It will be necessary to travel with Field Staff and visit dealerships to gather voice of customer information from dealers and customers. The improvements in quality reduce warranty expense and improve sales all helping improve the profitability of the company. Travel requirements vary, but typically will travel to dealerships or customer sites 6 to 8 times per year or as needed to assist in difficult to diagnose/troubleshoot/repair machine issues.

Requirements

• Education Required: Bachelor’s Degree in Engineering or Technical related field, 2-year Technical Degree also accepted (with at least 10 years experience)
• Experience Required: 5 - 7 years
• Minimum of two years of hands-on equipment operation experience with construction or agricultural-type equipment
• Technical product knowledge and aptitude
• Excellent PC skills with some experience with Salesforce
• Ability to use multiple diagnostic tools and software platforms
• Print reading and electrical/hydraulic schematic knowledge
• Effective cross-functional teamwork skills
• Excellent communication and interpersonal skills
• Strong time management skills and priority focus
• MS Office Suite proficiency
• On-site position
• Travel Required: 10-24%