Service Manager - OQA

Job Description The Service Manager is responsible for supporting the customer by providing excellent technical service for our products. The position will also serve as the primary liaison between the customer, field service, inside sales, outside sales, engineering, and operations.

Job Duties Serve as the lead technical point person for our field service team as well as customers

Provide technical assistance for incoming service calls

Build strong relationship with customers and partner with engineering and product management in adapting company products to meet individual requirements and specifications

Promptly resolve customer issues and maintain good communication channels between the customers and relevant functions within the organization

Document issues in the Service Database Coordinate and update the Field Service Calendar and contacting customers and team members on updates and changes

Follow-up with customers and other Exodus personnel as necessary regarding repair status

Perform technical and operator training

Act as the voice of the customer for machine improvement ideas and suggestions

Partner with the Inside Sales (and) External Sales teams to provide excellent service in all customer interactions

Provide technical expertise to the customer on attachment applications addressing service-related issues with products. Interpret technical repair and parts manuals and instruct service personnel in proper maintenance procedures. Follow up with correspondence regarding problems found

Warranty Processing as well as overseeing the repairs with dealers and end users

Preform monthly service meetings to discuss feedback with divisional team Implement Service Manual updating as well as creating repair procedures and training documents

Communicate repair instructions to customer and/or contract service personnel via, telephone, text, or email

Promote good customer relations through technical support

Schedule and communicate with contracted service providers for repairs or updates

Communicate service and attachment performance information to Parts & Product Support, Engineering, and Manufacturing areas

Comply with all company policies and maintain a high level of integrity in all interactions within and outside of the company

Attend and participate in company sales meetings, training programs, trade shows, and conventions to further education and learning within the industry

Perform classroom and hands-on training for maintenance/repairs for up to 30 trainees if required for division

Education Requirements Associates’ Degree, Hydraulic Certification or minimum of 5 years’ experience working with hydraulic mobile heavy equipment and attachments

Prior knowledge of principles and applications of hydraulic tools in the demolition, recycling, and construction industry preferred

Knowledge, Skills & Abilities This position requires a candidate who has excellent technical and mechanical aptitude with strong interpersonal and communication skills to engage customers and work cross functionally within the organization

Strong interpersonal and communication skills with the ability to train others

Resourceful and capable of making critical decisions

Ability to lift products up to 50 lbs. without assistance

Excellent public speaking ability on highly technical subjects

Highly organized and self-motivated

Microsoft Office applications and basic computer skills

Fluent in English Ability to understand customer needs, marketing, and sales techniques

Working knowledge of hydraulic tools and systems, machinery attachments and/or construction equipment

Proficient use of electrical and hydraulic schematicsA strong understanding of the technical diagnostic process

Proficient with multi-meter, hydraulic pressure gauges and flow meters

Understands and enjoys serving customers/dealers and helping others succeed

Ability to work independently
#J-18808-Ljbffr