Field Service Manager

About the role

The Field Service Manager (FSM) role reports to the Field Service Supervisor and is primarily responsible for working with KIOTI’s dealer network within an assigned North American territory. The FSM provides technical product expertise, covering all KIOTI products.

Responsibilities

The FSM will aid dealers to develop best practices for aftersales processes through training, coaching, and professional mentoring. Through professional representation of the KIOTI brand, the FSM will visit with their assigned dealers on a routine calendar basis.

• Evaluate dealer performance and provide constructive feedback to said dealer as well as KIOTI leadership through structured reporting methods
• Guide dealers with all areas of dealer management in compliance with KIOTI policies
• Coach and provide feedback to dealers through dealer training while identifying areas for improvement and future growth
• Oversee dealer process implementation and management by training dealers and working with dealers on new dealer training, customer issue resolution, product training, warranty/parts assistance, dealer service audit, dealer events, product campaign, quality control audits, and trade shows/open house

Requirements

The FSM is required to have extensive knowledge on various topics and operating principles as they relate to KIOTI products, including:

• Diesel and gasoline engines
• Transmissions
• Hydraulics
• Electrical systems
• Air conditioning
• Quality control

Qualifications

The FSM must have:

• High school diploma or equivalent
• 4+ years of related technical experience in a professional environment
• Up to 90% travel and flexibility to depart on short notice
• Fluency in English; a French-speaking capability is strongly preferred for open positions in Canada
• Strong performance in communication, problem-solving, customer service, data tracking, collaboration, project management, and training
• Mechanical aptitude and awareness of product performance/engineering standards
• Knowledge and experience with Microsoft Word, Excel, and Outlook

Skills

The FSM must be able to:

• Troubleshoot and advise dealers on various topics, both in-person and remotely by phone and by email correspondence
• Understand and troubleshoot verbal and written communication of technical information on diesel, gasoline, hydraulic, and electrical systems
• Collaborate with Product Support and Product Development teams to provide information regarding protocol, training methods, quality, service, and technical issues