Regional Service Support Manager

About the Role

Sold and serviced through a network of more than 100 dealer locations worldwide, Elgin Sweeper products are the sweepers of choice for a variety of general street maintenance, special industrial, and airport applications. Elgin Sweeper is a subsidiary of Federal Signal Corporation’s Environmental Solutions Group.

Responsibilities

Customer Relationship Management

• Works in conjunction with other field staff to visit end-user customers and provide feedback to factories and dealers to improve service quality and overall customer satisfaction.
• Conducts quarterly update calls with dealers in assigned region to provide updates on factory initiatives.
• Utilizes established policy assistance to help resolve customer problems with perceived premature product failure to achieve positive customer relations.
• Conducts training seminars at end-customer locations to help users understand the safe and proper operation of Elgin and Vactor products.
• Participates in regularly scheduled team calls with other internal Federal Signal staff.
• Provides sales support with technical review of application inquiries.

Dealer Administration Management

• Inspects and ensures dealers’ technical information library is up to date and trains dealers on where to find needed technical information during routinely scheduled visits.
• Trains, develops, and assists assigned dealers to become proficient in the use of all ESG’s service tools, systems, warranty claim submittal, and how to fill out required new machine start-up documents.
• Maintains a database of dealership service technicians and documents the level of training received.
• Reviews dealer compliance with ESG warranty policies, procedures, and claim submission standards during routinely scheduled visits.
• Ensures dealers complete service campaigns and product safety campaigns in a timely fashion.
• Reviews and explains returned and rejected claims with dealer management.
• Provides regular reports to management identifying findings during visits, accomplishments, and needed follow-up.
• Documents service problems in the ESG Service Cloud system as needed.
• Performs annual service evaluations at assigned dealer locations and develops corrective action plans with dealer management and ESG Dealer Development Team.
• Verifies dealer warranty retention system and inspects warranty parts on routine visits or when instructed by ESG Management.

Dealer Technical Management

• Provides technical maintenance/repair training to dealership personnel and end-user customers as needed.
• Assists dealer technicians in troubleshooting and repairing Elgin Sweeper, Vactor, and Truvac products.
• Assists in the repair of/performs repairs to direct channel equipment if dealers, FS Solutions Service Centers, or a Vactor Quick Repair Technician are not available.
• Supervises dealer technicians to effectively repair products and solve problems.
• Performs other duties, assignments, and special projects as assigned.

Requirements

• College degree in a technician field preferred, or other education and experience in service, engineering, or maintenance-related field may be accepted in lieu of formal education.
• A minimum of five years of vehicle service experience, vehicle repair, fluid power, electronics, or related technologies.
• Strong interpersonal, organizational, presentation, and problem-solving skills.
• Self-motivated with a high level of mechanical aptitude.
• Experience in the following systems diagnosis, analysis, and repair: Electrical, Pneumatic, Hydraulic, Hydrostatic, and structural repair.
• Knowledge of methods, techniques, parts, tools, and materials used in the maintenance and repair of equipment, including but not limited to hydraulic, electronic, pneumatic, auxiliary engines, PTO, structural, and mechanical systems.
• Extensive skill and experience using OEM scan tools (John Deere, Danfoss, and Vanasco), with demonstrated ability to follow diagnostics and test procedures.
• Demonstrated performance in the following areas: customer and dealer support, vehicle and equipment maintenance, product training and education, excellent written and oral communication skills, and excellent customer handling skills.
• Ability to operate various office equipment including but not limited to computer, computer projector, and digital camera.
• Ability to travel up to 75% of the time.

Pay

Anticipated salary range: $85,000 - $95,000, pay is based on experience.

Benefits

• Annual bonus potential
• Insurance (life, medical, dental, vision)
• Paid holidays
• Paid vacation
• 401(k) with matching contributions
• Tuition reimbursement
• Smoke-free, drug-free workplace