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After Sales Support Manager

Job Id:  38667
Job Family:  After Sales
Location: 

Mid Atlantic Region (CT, DE, M, US

Employment Type:  Permanent

JOIN THE UP MOVEMENT

 

We invite you to join our team as

AFTER SALES SUPPORT MANAGER

in one of the “best places to work in Southeastern Wisconsin”

as honored by the Milwaukee Business Journal in 2019.

 

Joining Manitou means forging your career path as part of an international group offering real opportunities to make an impact through your contributions.

 

ABOUT OUR COMPANY & CULTURE:

Manitou Group, a world leader in rough-terrain handling, invents, produces, distributes and services material for construction, agriculture and industries. We design, manufacture, distribute, and service products and solutions for the material handling, access equipment and compact earth moving activities that work smarter, faster, safer and cost efficiently. Through its iconic brands - Manitou, Gehl and Mustang by Manitou - and its network of 1,500 dealers worldwide, the group offers the best solutions by creating optimum value for its customers. With its headquarters in France, the group recorded a revenue of 1.9 billion euros across 140 countries in 2018, and it employs 4 400 people who are all committed to satisfying customers.

 

We are passionate about our products and people. We are a company that thrives on employee engagement and driven to achieve excellence. We are proud of delivering results through accountability, collaboration, integrity and teamwork.  We are Manitou.

 

Convinced that work is a source of self-fulfillment, we look after the well-being of our teams by improving their work environment on a daily basis with a proactive Health and Safety Culture, open communication, recognition and developing our talent.

 

TITLE:               After Sales Support Manager (ASM)

DIVISION:       Service & Solutions - Corporate or Field Based

GRADE:            Exempt

REPORTING:    After Sales Manager CEP

TERRITORY:    CT, DE, MA, ME, NC, NH, NJ, NY, RI, VA, VT, WV

 

 

 

Summary Statement:

            

The After Sales Support Manager role is critical in the rapid resolution of technical and service related issues for all Manitou Group products.  The ASM manages the aftersales support, technical product familiarization and training, and technical troubleshooting for their assigned region.  They work closely with the sales and factory technical team to drive uptime and a positive customer experience.  The ASM establishes solid relationships with dealer and customer team members, responds quickly to address issues and follows through to closure.  The ASM provides feedback to the appropriate functional owners to drive continuous product and support improvements.

       

              

 ROLE RESPONSIBILITIES

                                                                                                                                         

  • Develop strong relationships with customers, dealers and other stakeholders within their assigned region to become trusted partners and dependable resources for them.
  • Provide technical and diagnostic assistance to customer/dealer network in person or by phone as appropriate.
  • Submit weekly summaries of support activities, and update ERP system communicating and tracking progress of issues and resolutions, close the loop on service issues with all stakeholders.
  • Work closely with the Manitou Group parts teams and our dealers to identify key parts and stocking levels to insure availability and fast repairs, communicate gaps and push for fast shipment.
  • Coordinate training for dealer/customer by either directly providing or schedule with technical training team to insure dealer capability to repair and service products and utilize our dealer portal, warranty process and service tools.
  • Investigation of customer complaints and based on findings, propose warranty and policy recommendations that promote customer satisfaction and resolution in a fair and equitable manner.
  • Act as liaison between Engineering, Manufacturing and Sales on service related issues. Provide detailed documentation to the appropriate departments and manage communication to dealers and other stakeholders.
  • Assist with product development providing feedback to Engineering and Product Management regarding design and serviceability.
  • Partner with region team members to provide input on dealer capability and plans to develop a strong dealer network that is trained and equipped to represent MNA professionally and capably.
  • Contribute positively to the MNA culture and team, work to provide communication to and openly receive feedback from team members so we can continuously improve and grow.
  • Assist with demonstrations and exhibit set-up at shows and events as needed providing aftersales support.
  • Support aftermarket, parts and service sales initiatives and programs.
  • Other duties as assigned.

 

 

ROLE REQUIREMENTS:

 

  • Requires a high school degree, post-secondary education preferred.
  • Minimum of 5 years of experience in an applicable product support or mechanic role.
  • Must have good mechanical background, specifically experience working with engines, hydraulics, electronics and mechanical systems of construction or agricultural equipment. Experience with Manitou products is a plus.
  • Good understanding of the operation of a dealership and a service department.
  • Must have excellent communication and customer-facing skills.
  • Must have the ability to troubleshoot equipment effectively both in person and by phone.
  • Must be computer literate, proficient with Microsoft office and Google software and comfortable working with a laptop computer on a daily basis.
  • Requires a resourceful, flexible, independent and achievement-orientated person. 
  • Must be mature, presentable, skilled and courteous in working with customers and able to handle stressful situations.
  • Must maintain a valid driver’s license, clean driving record and passport.
  • Requires an average of 70% overnight travel and works from a home office location within the assigned region.

 

OUR REWARDS & RECOGNITION:

In addition to an inclusive compensation package, we offer a comprehensive benefits program including Medical/Dental/Vision, a matching 401k, tuition reimbursement, volunteer program, wellness activities, employee and family activities throughout the year and so much more!

 

Applicants must be authorized to work in the United States.

 

Are you enthusiastic about this position? That’s great, because we are too! Apply now!

                                                                                                                                                       

Equal Opportunity Employer

 


Job Segment: Sales Support, Sales Management, Hydraulics, Agricultural, Sales, Engineering, Agriculture