Regional Product Support Manager

About the role

Regional Product Support Manager located in Watertown, SD (serving Alabama, Georgia, Virginia, and West Virginia). Terex Utilities is a truck equipment final stage manufacturer of digger derricks, aerial devices and associated equipment for the utility industry, municipals, telecommunications, tree and electrical contractor markets. The RPSM will be the first point of contact technical resource for large key customers in the specified region, acting as intermediary between these customers and the factory and/or service entities for all issues with new deliveries or ongoing maintenance and use. Duties include new truck in-services, participating in new truck build meetings, training, occasional hands-on support, regular customer visits/calls to ensure satisfaction.

Responsibilities

• Develop, deploy, and manage comprehensive service and support
• Respond directly and immediately to technical inquiries regarding the equipment
• Perform Root Cause Corrective Action (RCCA) follow up for key issues
• Monitor and manage all open NPIR/Service cases for the customer
• Perform operator and technician training to assigned customers
• Facilitate and/or participate in, as needed, regular cadence calls for issue resolution
• Create and maintain customer issue action lists
• Monitor outstanding and/or upcoming service work needed – both branch and field service to ensure agreed service levels are met or exceeded
• Monitor customer rental activities and coordinate rental options as needed
• Participate in, as needed, new truck build kick-off meetings and pre-paint inspections
• Help with parts on long lead time delivery and support the Branch locations in your area
• And other duties as required

Qualifications

• Minimum a high school diploma or equivalent
• Ten years’ experience working with heavy machinery equipment as a technician or in a direct maintenance management role – deep technical equipment knowledge is required

Skills

• Ten years’ experience working directly with Terex Utilities equipment
• Experience with Salesforce and Oracle case management CRM
• Experience in customer facing roles is highly desired
• Experience with customer training for Utilities equipment
• Project management experience is a plus
• Computer literate with basic proficiency in Microsoft Excel, Word, and PowerPoint
• Fluid Power Society (FPS) and National Commission Certification of Crane Operators (NCCCO) certification or ability to gain certification

Benefits

• Competitive salaries
• Health insurance (medical, dental, vision, Rx)
• Life insurance
• Accidental death & dismemberment (AD&D)
• Short-term and long-term disability
• Extended leave options
• Paid time off
• Company holidays
• 401k matching
• Employee stock purchase plan
• Legal assistance
• Wellness programs
• Tuition reimbursement
• Discount programs