Position Overview:
The Product Service Manager will manage day-to-day technical support operations within After-Sales and Product Support for designated product line (Division Plants). The position is responsible for the entire product support to both US manufactured and imported plants operating in the North America from the Plant Delivery from the factory until the end of the product lifecycle. This position will also work cross-functionally within other factories and functions to assist with product improvements and other service support items.
Key Responsibilities:
- Organize and coordinate staff to effectively provide technical service assistance for our internal staff, distributors and/or customers in the North America market.
- Regularly diagnose and, with the aid of on-site technicians, remotely remedy equipment performance issues and failures to bring equipment back into specification.
- Provide technical support of Asphalt Plants as part of the 24/7. Adjust and build the organization to fulfill the 24/7 support for USA and Canada.
- Diagnose and resolve complex technical issues remotely leveraging reference materials, mechanical and electrical components, software applications, and tools to promote maximum uptime for the customer.
- Work cross-departmentally to develop and publish written solutions to common problems for customers.
- Manage the central service email and toll-free number while maintaining track on the claims in the CRM – Dynamics 365.
- Assist with developing repair and maintenance solution according to the best practices available.
- Provide a method and solution for correction of field problems and provide technical data to customer and back to the engineering or manufacturing.
- Work close to the Project Manager to ensure the Plant Readiness for operation is achieved on time and as per the schedule.
- Engage with customers regularly on field service support.
- Work cross-departmentally to develop service solutions for customers.
- Work cross-departmentally to develop and publish written solutions to common problems for customers. Ensure information flows internally and externally.
- Provide analytics to engineering, manufacturing, quality, and other departments for proactive issue resolution.
- Lead and coordinate with the management team the warranty process as technical expert for the decision making.
- Administer technical training as required – in-house or in the jobsite.
Frequent travel to customer location for diagnostics and assistance, as needed. Travel frequency is variable over the season and can reach up to 30%.
Qualifications:
- Bachelor’s degree in supply Engineering, or a related field.
- +8 years of experience in the troubleshooting/diagnostics, repair, and maintenance of heavy construction equipment
- Strong mechanical and/or electrical aptitude
- Good computers skills; fluent in standard Microsoft applications (Excel, Outlook, etc.)
- Engineering drawing, electrical, and hydraulic schematic interpretation skills required.
- Good verbal and written communication skills.
- Excellent interpersonal and collaboration skills are required.