Product Support Manager, Warehouse Trucks

Product Support Manager, Warehouse Trucks

The Warehouse Product Support Manager is responsible for all warehouse truck series across North America. Provides technical assistance and training to dealers, resolves product issues rapidly and accurately, and supports the Product Support department staff in developing training materials. Position requires extensive overnight travel throughout North America.

• Respond via telephone and written communications via email or helpdesk with urgency, courtesy and professionalism to dealer and key account requests for technical assistance.
• Accurately document events as they happen and create a report via the KION community portal.
• Train dealer technicians to properly utilize service software tools, computer databases and electronic manuals to diagnose and resolve product problems in the field.
• Provide ad‑hoc on‑site support for product demonstrations.
• Effectively communicate with internal counterparts regarding developing issues and obtain required information as necessary.
• Other duties as assigned to support customer service efforts, such as on‑site installation support, wire‑guided vehicle installations, dealer aftersales support monitoring, product marketing campaign development, and initiating outgoing telephone calls to dealers to improve communication.

• 5+ years of varied dealer/customer contact experience.
• Automotive or industrial equipment background preferred.
• Strong emphasis in AC‑DC electrical diagnosis and hydraulics diagnosis preferred.
• Bachelor’s Degree preferred.
• Ability to travel up to 75%.
• Excellent technical and mechanical skills and practical experience related to troubleshooting, diagnosis and repair related to forklift products and technology.
• Ability to read technical parts drawings, service manuals and schematics, particularly for Linde Material Handling equipment.
• Ability to effectively communicate technical information via telephone, email, internet tools and in person.
• Practical experience with Linde products, components and dealers preferred.
• Proficiency in Microsoft Office applications (Word, Excel and PowerPoint).
• Strong computer skills and experience using diagnostic software.