Regional Product Support Manager - North - Vögele

Join to apply for the Regional Product Support Manager - North Central - Vögele role at WIRTGEN GROUP

WIRTGEN AMERICA is a member of the WIRTGEN GROUP, and a John Deere Company, that specializes in the sales and service of road construction equipment and mining machinery incorporating the traditional product brands: WIRTGEN, VÖGELE, HAMM, and KLEEMANN.

We build our company with people like you who align with our values and our culture. Your knowledge, skills and abilities are what make our company strong and enable us to maintain the “Close to Our Customer” mindset. Working together as a cohesive, solution-oriented team, WIRTGEN AMERICA provides our customers in the U.S. and Canada with the highest level of quality products, service, and support.

We are seeking a

Regional Product Support Manager - North Central - Vögele

The purpose of the Regional Product Support Manager’s position is to provide dealers, customers, and end users with all aspects of product and technical support, including hands-on, in-depth service, modifications, and training to cultivate dealer and customer loyalty through satisfaction.

• Coordinate and perform dealer demonstrations and/or start-ups for new equipment.
• Provide technical assistance to diagnose, troubleshoot and repair electrical, hydraulic, and mechanical issues. Recommends remedial actions.
• Assist the CTT (Center for Training & Technology) staff with dealer/customer training.
• Coordinate technical liaison services between management, district sales managers, dealers, and customers with newly developed service or application concepts and practices of company equipment.
• Support District Sales Managers to communicate with dealers and customers for new types, specifications, features, and applications of products.
• Analyze current resources and dealers’ status to support growth in market share by improving dealers’ customer service performance, determining needs, and implementing training plans for dealer technicians and other customer support personnel.
• Assist and promote dealer talent acquisition and development and other human resource initiatives.
• Coordinate and deliver educational content to address dynamic training needs due to new product or technology development.
• Support investigation and resolution of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
• Record, analyze, and inform concerned personnel of quality assurance, and sales team of the status and disposition of customer complaints and claims.
• Advise management of product issues arising from problems identified through technical support with dealers and customers.
• Review performance reports and documentation from customers and field representatives, and inspect malfunctioning or damaged product to determine nature and scope of problem.
• Analyze review and inspection findings to determine source of problem, and recommend repair, replacement, or other corrective action.
• Provide bilateral communication between the customer and Wirtgen Group to ensure a productive service and support relationship is maintained.

• Bachelor’s degree (B.S.) or equivalent from four year technical college or university; or five to seven year’s related experience and/or training; or equivalent combination of education and experience.
• Must have fundamental knowledge of road construction equipment practices including milling, cold recycling, asphalt or concrete paving, or compaction, as well as technical and mechanical systems knowledge.

• While performing the duties of this job, the employee is frequently required to talk and hear, required to frequently sit, stand; walk; gross hand and finger dexterity; occasionally reach outward with hands and arms; rarely climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

• While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts.…