Product Service Manager

About the role

This position provides a communication link between the field (District Service Managers, Dealers, etc.) and internal teams including Product Management, Quality, Parts, Engineering, Manufacturing, Sourcing, and Product Liability. The focus is on product issues, emerging issue discovery, prioritization, resolution, and continuous improvement. External relationships are built with dealerships and customers for information gathering and sharing.

Responsibilities

• Lead the effort in identifying and prioritizing product issues and assist in solving these issues to improve quality and reliability of the assigned product line, aiming for total customer satisfaction.
• Proactively communicate product information in a clear, concise, and consistent format to keep field staff and dealer service, sales, and parts personnel informed and up-to-date.
• Make recommendations regarding field modifications related to the product line and assist in generating appropriate justification, internal documentation, and communication for dealers, field staff, and end users.
• Provide up-to-date product quality and performance status to Manufacturing, Product Management, Quality, and Engineering based on customer, dealer, and warranty data.
• Hold an active role in new product development by supporting communication and voicing customer and dealer needs relative to current product quality, reliability, and serviceability.
• Conduct or supervise product update training regarding product improvements and new product introductions for dealers and internal field staff on a worldwide basis.
• Travel to dealerships or customer sites (typically 6 to 8 times per year) to gather voice-of-customer information and assist in diagnosing, troubleshooting, or repairing machine issues.
• Take on additional responsibilities or projects as needed to support the team and company goals.

Requirements

• Bachelor’s Degree in Engineering or a technical-related field, or a 2-year Technical Degree with at least 10 years of experience.
• 5–7 years of relevant experience.
• Minimum of two years of hands-on equipment operation experience with construction or agricultural-type equipment.
• Technical product knowledge and aptitude.
• Proficiency with PC skills and experience with Salesforce.
• Ability to use multiple diagnostic tools and software platforms.
• Print reading and electrical/hydraulic schematic knowledge.
• Effective cross-functional teamwork skills.
• Excellent communication and interpersonal skills.
• Strong time management skills and priority focus.
• Proficiency in MS Office Suite.

Schedule

On-site position with travel requirements of 10–24%.