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After Sales Support Manager (ASM)

Company Name:
Career Development Partners
GENERAL ACCOUNTABILITY:
The After Sales Support Manager (ASM) is the connection between the customer (both end-user and distributors) and company (Manitou Americas) with respect to after sales product support. The ASM is responsible for a specific territory in North America that is represented by both an ASM and District Development Manager (DDM). The ASM is responsible for providing a high level of customer satisfaction, technical problem investigation & resolution, and training for machines & products sold under the Gehl, Manitou, Mustang, and Edge brand names. Through established relationships with distributor (dealership, national, and key account personnel), the ASM will assist the distributor in providing product support to end-users of our products.
The assigned territory is in the upper Midwest, to include Michigan, Southern Illinois, Ohio, Indiana, Kentucky, and Tennessee.

DUTIES AND RESPONSIBILITIES:

Visit distributor (dealers, national & key accounts) locations and build relationships with key contacts within the assigned territory. Submit weekly summaries of activities & travel schedules.
Provide technical and diagnostic assistance in person or by phone as appropriate.
Provide training on key business process, such as dealer portal, warranty claim submission, parts ordering, etc.
Provide high-level technical training / product walk-around on new equipment and/or products.
Visit end-customers with distributors to ensure a high level of customer satisfaction.
Investigate customer complaints. Propose solutions that promote problem resolution and customer satisfaction.
Assist in resolving warranty claims that fall outside standard warranty terms & conditions. Find solutions that promote customer satisfaction, but in a fair & equitable manner for all involved.
Act as liaison between Engineering, Manufacturing, and Marketing on product-support related issues. Providing detailed documentation regarding these issues to the appropriate departments when required.
Assist Engineering & Product Management within the new product development process.
Assist with National & Regional Service Schools, including preparation and presentation as required.
Assist with demonstrations and exhibit set-up as assigned fulfilling a leadership role as needed.
Submit technical reports to communicate field problems, complaints, and difficulties to the appropriate personnel.
Promote the purchase of OEM Aftermarket parts. Review parts management metrics as assigned.
Promote the purchase of OEM extended warranty programs.
Act as back up to service office personnel to support "phone queue" as directed.
Other duties as assigned by supervisor.
If field based, travel is expected to be no more than xx% of the time.
Support the mission of Manitou Americas
Adhere to company policies and procedures

EDUCATION AND EXPERIENCE:

Position requires a high school degree. College, vocational or technical educational degree is a plus.
Minimum of five (5) years of experience in an applicable product support field.
Candidate must possess a solid working knowledge of machine systems, such as engines, hydraulics, electronics or electrical, and mechanical.
Previous experience in the fields of construction or agricultural equipment. Previous experience with Gehl, Manitou, or Mustang-branded products a plus.
Candidate must have a solid working knowledge of operation and function of a dealership. Functional knowledge of national or key accounts a plus.
Must have excellent communication skills in order to provide phone assistance in the areas of technical assistance (troubleshoot), customer complaints, and decisions with respect to problem resolution.
Computer literate, proficient with Microsoft Office software (Word, Excel, PowerPoint, Outlook) and comfortable working with a laptop computer on a daily basis. Previous experience with diagnostic equipment (engine, hydraulic, etc.) a plus.
This position works independently, away from a typical office setting, on a regular basis. Individual must be resourceful, flexible, independent, and results-oriented.
Candidate must be mature, presentable, highly skilled, and courteous in working with customers in many different environments (dealership, end-customer location, remotely, etc.).
Must maintain a valid driver's license, credit card and passport.
Must be able to travel (including internationally) as required.
Travel domestically (within North America) may be required. Travel is estimated at no more than 50-75% of the time


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