Field Service Manager

Department: Product Support, Post-production | Reports To: Field Service Supervisor | Location: North Dakota, South Dakota, Iowa, Wisconsin, Minnesota | Position Status: Full-time, Exempt

About the role

The Field Service Manager (FSM) works with KIOTI’s dealer network within an assigned North American territory, providing technical product expertise across all KIOTI products. The FSM aids dealers in developing best practices for aftersales processes through training, coaching, and professional mentoring. This role involves routine dealer visits to evaluate performance, provide constructive feedback, and report to KIOTI leadership. The FSM collaborates with the Product Support team, Regional Sales Managers, and Territory Managers to prioritize dealer visits and build strong relationships with dealer personnel and KIOTI representatives. Participation in dealer events, trade shows, open houses, and regional service training at the KIOTI home office in Wendell, NC, is expected.

Responsibilities

• Provide expert guidance and feedback to dealers on product assembly, warranty processes, parts look-up, product training, and software systems through on-site visits.
• Train dealership personnel on KIOTI products, resolve technical issues, and promote KIOTI customer service.
• Assist dealers with questions regarding dealer protocol, processes, and customer service issues via on-site visits, phone, and email.
• Maintain positive dealer relationships by providing timely and excellent customer service and support.
• Troubleshoot technical information on diesel, gasoline, hydraulic, and electrical systems from verbal and written communication.
• Collaborate with Product Support and Product Development teams to document protocol, training methods, quality, service, and technical issues professionally.
• Track dealer performance through structured reporting methods as required by leadership.
• Submit routine individual performance records, including travel schedules, expense reports, dealer evaluation summaries, and other required documentation.
• Represent the KIOTI brand professionally in all business interactions.
• Maintain assigned company property, including vehicle, cell phone, laptop, and other equipment.
• Perform additional duties as requested or assigned.

Requirements

• Extensive knowledge of KIOTI products and operating principles, with expertise in the following areas:
  • Diesel and gasoline engines
  • Transmissions
  • Hydraulics
  • Electrical systems
  • Air conditioning
  • Quality control
• Ability to guide dealers in all areas of dealer management in compliance with KIOTI policies.
• Experience in coaching and providing feedback to dealers through training, identifying areas for improvement and growth.
• Oversee dealer process implementation and management, including:
  • New dealer training
  • Customer issue resolution
  • Product training
  • Warranty/parts assistance
  • Dealer service audits
  • Dealer events
  • Product campaigns
  • Quality control audits
  • Trade shows/Open House
• Up to 90% travel with flexibility to depart on short notice.
• Strong performance in communication, problem-solving, customer service, data tracking, collaboration, project management, and training.
• Mechanical aptitude and awareness of product performance/engineering standards.
• Proficiency in Microsoft Word, Excel, and Outlook.

Qualifications

• High school diploma or equivalent.
• 4+ years of related technical experience in a professional environment.
• Fluency in English; French-speaking capability is strongly preferred for open positions in Canada.