After Sales Support Manager - Northeast

Set Your Future IN MOTION

Manitou is purposefully committed to you, its people. We continue to elevate our success based on a “One United Team” focus that enables our purpose-driven and agile work environment. We pride ourselves in fostering a work-life balance that allows flexibility in people's day-to-day lives. In an era when talent is in-demand, you will find an unwavering commitment to your personal and professional growth.

ABOUT OUR COMPANY CULTURE:

As a worldwide leader in handling, access platforms and earthmoving equipment, Manitou Group’s mission is to improve working conditions, safety and performance throughout the world, while preserving people and their environment. We design, manufacture, distribute and service products and solutions for the material handling, access equipment and compact earthmoving activities that work smarter, safer and reliably while delivering value to our customers.  Our high-profile brands include Manitou and Gehl, and we are proud of our network of 1,050 dealers throughout the world.  With sales in 140 countries, our team of 4,500 people are committed to delivering exceptional customer satisfaction.  We operate in more than 30 global locations to ensure proximity to our customers and services tailored to their needs.

Manitou continues on the forefront of innovation driving the green transition while also streamlining our operations guided by our customer-centric “New Horizons” roadmap. We are committed to providing safety and unique customer experiences worldwide. In sharing the same mission and values, our workforce remains engaged and passionate about what we manufacture and services we provide.

GENERAL ACCOUNTABILITY:

The After Sales Support Manager is the personal connection between the customer and company personnel on after sales related issues, providing timely feedback and training for the after sales support of products sold by Manitou Americas (Manitou and Gehl). Through established relationships with dealer personnel, they promote customer satisfaction and best business practices on service related issues. This position provides feedback to engineering and manufacturing, driving continuous product and support improvements.

Region: ME,NH,VT,MA,RI,CT,NY,PA,NJ,MD,DE,DC 

DUTIES & RESPONSIBILITIES:

• Visit dealer locations establishing contacts within assigned territory. Submit weekly summaries and schedule to communicate travel plans and issues.
• Provide technical and diagnostic assistance in person or by phone as appropriate.
• Provides dealer technical, Dealer Portal and Warranty process training
• Visit owners with dealers to ensure customer satisfaction.
• Investigation of customer complaints. Propose recommendations that promote customer satisfaction and resolution in a fair and equitable manner.
• Make warranty and policy decisions within their realm of responsibility.
• Act as liaison between Engineering, Manufacturing and Marketing on service related issues. Providing detailed documentation to the appropriate departments.
• Assist engineering with product development.
• Assist with National and Regional Service Schools, including preparation and presentation as required.
• Assist with demonstrations and exhibit set-up at shows as assigned fulfilling a leadership role as needed.
• Submit technical reports to communicate field problems, complaints and difficulties to the appropriate personnel.
• Promote Aftermarket parts support and programs. Review parts management metrics as assigned.
• Promote extended warranty programs.
• Act as backup to service office personnel to support “phone queue” as directed.
• Other duties as assigned.

EXPERIENCE:

• Minimum of 5 years of experience in an applicable product support field.
• Must have a good knowledge of operation and function of a dealership.

EXPERTISE:

• Will have a good engineering background, specifically must have good experience of engines, hydraulics, electrics and mechanical systems of construction or agricultural equipment. Experience with Manitou Americas products is a plus.
• Must have excellent communication skills, the ability to troubleshoot effectively by phone, and have customer-facing skills
• Computer literate, proficient with Google Suite and comfortable working with a laptop computer on a daily basis.
• Resourceful, flexible, independent and achievement-orientated.         
• Must be mature, presentable, skilled and courteous in working with customers and able to handle stressful situations.
• Must maintain a valid driver’s license, credit card and passport.

EDUCATION:

• Requires a high school degree. College, vocational or technical education preferred.

INTERNAL & EXTERNAL CONNECTIONS:

• Technical Support, Spares parts , Technical publication, Sales, Marketing, Quality departments
• Our dealer network

LOCALIZATION AND TRAVEL EXPECTED:

• This position is remote.
• Travel up to 75% both domestic and international.

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OUR REWARDS & RECOGNITION:
In addition to an inclusive compensation package, we offer a comprehensive benefits program, including: Medical/Dental/Vision, 401k including employer match, tuition reimbursement, community-oriented volunteer program, wellness activities, employee and family activities throughout the year, and so much more! See for yourself why Forbes ranked Manitou within the top 125 for World’s Best Employers.

Applicants must be authorized to work in the United States.  
Equal Opportunity Employer