Product Support Manager - National Accounts

Who We Are

Kirby-Smith Machinery, Inc.

- Oklahoma City, OK - is a leading distributor of heavy equipment and cranes in the central United States. We are at the forefront of today’s construction industry growth and have several exciting job opportunities for talented, energized professionals across the region who want to join our #We Are1

Kirby Smith family!

• Above-Average Industry Pay
• Comprehensive Benefits Package (including Medical/Dental/Vision)
• 401K Plan with Company Match
• Generous PTO Package/Paid Holidays
• Short/Long Term Disability
• Growth Opportunities
• Paid Training
• Family-owned and Operated
• Health and Wellness

This position is responsible for engaging in all aspects of Product Support for National Accounts, including but not limited to parts, service, telematics, publications, software, training, trade shows, application support, site studies, and project management. The role serves as the key communicator and organizer between product management, continuous improvement teams, and customer support, with the primary objective of reducing ownership costs and improved operation through education, awareness, and engagement.

• Communicates and supports the Kirby Smith vision and core values of One Mission, One Team, One Plan, One Goal
• Provides advanced technical assistance for new, used, rental fleet, and customer-owned equipment to technicians and end users regarding heavy equipment diagnostics, maintenance, and repair.
• Serves as the primary contact for resolving complex technical issues impacting end users’ ability to achieve desired equipment ownership goals.
• Acts as a liaison between the dealership, customer, and equipment manufacturers to ensure accurate and timely communication of technical information
• Assists in preparing and disseminating technical bulletins, service manuals, and other technical documents to support customer equipment uptime
• Assists in diagnosing and resolving technical issues in the field to minimize equipment downtime for customers
• Documents and reports recurring issues to manufacturers to assist in product improvement
• Monitors progress of repairs/rebuilds and keeps customers informed of progress.
• Actively supports and administers company policies and procedures
• Performs other job-related duties as assigned
• Communicate with key customer contacts on a regular basis to seek out opportunities to remove any barriers to a strong customer ownership experience
• Directs customer inquiries to the personnel best positioned to provide the proper answers or support. Follows up and follows through to ensure the inquiry was adequately responded to, understood, and applied
• Provides feedback to customers on how to decrease unscheduled downtime, reduce operating costs, increase productivity, availability, and performance within the guidelines of the OM
• Ensures consistent and reliable on-site attendance

• A college degree or equivalent technical and business background is preferred
• Valid driver’s license and able to possess industry certifications as needed for the industries served
• Self-directed, resourceful, and self-motivated to ensure optimal usage of time
• Ability to speak to large groups of various backgrounds, education, experience levels, and ethnicity
• Ability to maintain reports with consistency, accuracy, and timelines
• Adept at organizing, planning, and task completion to manage a high volume of department paperwork
• Strong technical knowledge of heavy equipment systems and components, including equipment operating skills
• Proficient in interpreting technical data, operational maintenance, instructions, and parts and service procedural manuals
• Excellent communication and interpersonal skills
• Proficient in technical documentation and reporting
• Ability to read and follow electrical and hydraulic schematics
• Strong problem-solving, troubleshooting abilities, and attention to detail
• Strong understanding of the importance of safety, with continuous attention to the safety of self and…