After Sales Support Director – North America

Manitou is purposefully committed to you, its people. Based on a “One United Team” focus, we internationally cultivate our purpose-driven and agile work environment. As an equal opportunity employer, we cultivate, build and elevate our more than 6000 employees and their diversity across more than 30 countries we operate in. There are 6 main plants with locations in France, the USA, India, Italy and more than 30 subsidiaries all around the world.

Are you looking for a new opportunity? Join us to be part of our continuous success.

As a key member of the Manitou North America (MNA) leadership team, the After Sales Support Director will drive the customer experience for all service and support functions including: technical repairs, dealer support program management, technical training, parts and attachment sales programs, rental services, service contracts (maintenance, extended coverage, and telematics), refurbishment program, and used equipment. With a strong focus on rapid issue resolution and delivering a comprehensive service value proposition the director will work closely with our Global Business Offer teams and will lead the MNA service team to ensure that our aftermarket support is a core strength that differentiates us from the competition.

MNA serves the Construction, Industrial, Agricultural and Rental markets both directly and via our dealer network and Service Providers, the Director will need to ensure service & sales programs support are aligned with each market’s specific requirements.

Develop a strategic vision & plan to support all customers, dealers & related machine sales in the North American (USA and CANADA) market aligned with our global service offering and teams. Build the team structure and service value proposition based on best practices and VOC from our customers.

Promote the growth of parts sales & service product offerings, drive the flow and disposal of used/trade inventories and our aftermarket refreshment program. Work with marketing to create effective sales programs to achieve/exceed budgeted growth objectives.

Identify and implement process improvements that increase customer satisfaction and provide uptime for our products throughout their life cycle. Manitou is focused on reducing TCO and using technology and data to aid in this area. Develop key performance indicators (KPI’s) to measure the impact of strategic improvement actions and their value to our customers.

Define deployment of Global Service Offer through clear processes adapted to the region.

Plan and manage the Aftermarket budget and performance against plan driving increasing profitability for parts, attachments and services sales. Manages spending and segment P&L.

Travel with service and aftermarket team members, provide clear direction and priorities. Mentor & coach employees on interaction with dealers & end-customers. Assist with on-site problem resolution as required.

Ensure complete and rapid resolution of technical issues on Gehl, Manitou and attachments branded products. Build relationships and strong lines of communication with the Technical & Parts Support team to ensure all are aligned and ready with required resources.

Coordinate technical training and development of service team members and ensure the team is well versed on products and service processes, arm team with tools and processes to provide an excellent experience.

Implement Global Business Offer management tools, processes and report on KPI, create a drive action plans to insure growth.

Manage service and support solutions to resolution, determine position and action for non-policy warranty related decisions.

Provide clear direction and recommendations to resolve product issues and improve serviceability of our products to Sales, Product Management, Engineering and Manufacturing.

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.

Other duties as assigned by the supervisor.

Minimum of 5 years demonstrated leadership of a remotely based service organization…