Regional Service Support Manager

Job Title

Essential Job Duties and Responsibilities

Customer Relationship Management

Works in conjunction with other field staff to visit end user customers and provide feedback to factories and dealers in an effort to improve the quality of service and improve overall customer satisfaction.

Conducts quarterly update calls with dealers in assigned region to give updates on factory initiatives.

Utilizes established policy assistance to help resolve customer problems with perceived premature product failure in order to help achieve positive customer relations.

Conducts training seminars at end customer locations to help users understand the safe and proper operation of Elgin and Vactor products.

Responsible for participating in regularly scheduled team calls with other internal Federal Signal Staff.

Provides sales support with technical review of application inquiries.

Dealer Administration Management

Inspects and assures that dealers' technical information library is up to date and train dealers on where to find needed technical information during routinely scheduled visits.

Train, develop and assist assigned dealers to become proficient in the use of all ESG's service tools, systems, warranty claim submittal and on how to fill out required new machine start up documents during routinely schedule visits.

Maintain a database of dealership service technicians and document the level of training received.

Reviews dealer compliance with ESG warranty policies, procedures and claim submission standards during routinely scheduled visits.

Assures dealers complete service campaigns and product safety campaigns in a timely fashion.

Reviews and explains returned and rejected claims with dealer management.

Provides regular reports to management identifying findings during visits, accomplishments and needed follow up.

Documents service problems in the ESG Service Cloud system as needed.

Performs annual service evaluation at assigned dealer locations and develops corrective action plans with dealer management and ESG Dealer Development Team.

Verifies dealer warranty retention system and inspects warranty parts on a routine visits or when instructed by ESG Management

Dealer Technical Management

Provides technical maintenance/repair training to dealership personal and end user customers as needed.

Assists dealer technicians in troubleshooting and repairing Elgin Sweeper, Vactor and Truvac products.

Assists in the repair of/performs repairs to direct channel equipment if dealers, FS Solutions Service Centers or a Vactor Quick Repair Technician are not available.

Supervises dealer technicians to effectively repair products and solve problems.

Performs other duties, assignments and special projects as assigned.

Position Requirements

College Degree in a Technician Field Preferred or other education and experience in service, engineering, or maintenance related field may be accepted in lieu of formal education.

A minimum of five years of vehicle service experience, vehicle repair, fluid power, electronics or related technologies.

Strong interpersonal, organizational, presentation, and problem solving skills required.

Self-motivated with a high level of mechanical aptitude.

Experience in the following systems diagnosis, analysis and repair:
Electrical, Pneumatic, Hydraulic, Hydrostatic and structural repair.

Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of equipment. Including, but not limited to hydraulic, electronic, pneumatic, auxiliary engines, PTO, structural and mechanical systems.

Extensive skill and experience using OEM scan tools (John Deere, Danfoss and Vanasco), with demonstrated ability to follow diagnostics and test procedures.

Demonstrated performance in following areas:

- Customer and dealer support
- Vehicle and equipment maintenance
- Product training and education

Excellent written and oral communication skills.

Excellent customer handling skills.

Ability to operate various office equipment including but not limited to Computer, computer projector, digital camera

Ability to travel up to 75% of the time

Anticipated Salary Range: $85,000 - $95,000, pay is based on experience

Benefits of…