Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.
Responsible for developing the commissioning and support processes for new technology products currently in development by Engineering in order to scale new technology products at the Company through installations with early adopter customers.
Train customers on use of new technology products as well as train local service personnel to ensure that there is a local presence for troubleshooting and feedback.
Communicate gathered data in the field to better inform Management and Engineering for pivot decisions. Follow up with early adopter customers on a regularly scheduled basis to determine level of satisfaction and/or missed expectations.
Travel is required to assist dealer/branch technicians at installs with all aspects of the product. Meet regularly with Service department to prepare them for their support responsibilities upon product release. This position reports to the Manager – Technology Business Development.
New Technology Project Management
Work in conjunction with Engineering to install and commission early iterations of new technology products. Coordinate with local Company support team to ensure a smooth installation and implementation of technology products effecting customer operations as little as possible while maintaining project timeliness.
Review product commissioning with Service group to ensure alignment with existing service policies and procedures. Follow up with customers to review product performance and customer satisfaction. Provide troubleshooting assistance for local Company service groups on new technology product installations. Coordinate with Technology Business Development sales group to develop business strategies from a service and commissioning perspective.
Training and Technical Publications Development
Work with Management and Engineering to determine various system and truck configuration needs and document for the Service and Parts manual. Assist in the development of internal and external support documentation and kit instructions to be published on the Web portals.
Assist the Training Department with Demonstrated Performance (DP) Modules, Video Tutorials and training sessions. Continuous contact with Management, Engineering and IS for new and modified features of technology products. Continuous contact with dealer network regarding technology based upgrades and changes so they are able to take service support calls.
Product Commissioning and Training Development
Work with Service and Engineering to establish commissioning procedures and protocols to scale new technology to the retailnetwork. Work with the Service and Engineering departments to develop commissioning documentation for training structure and video tutorials. Continuous contact with dealer network regarding technology based upgrades and changes so they are able to take service support calls to the early adopter customers. Develop a knowledgebase in conjunction with the existing Service knowledgebase to prepare Service for the product transition.
Parts and Warranty Support
Work with Engineering to continue to develop retrofit parts kits, installation kits and warranty process. Work with Service to develop kit breakdowns to assist with part troubleshooting and replacement. This would include assisting with evaluation of defective parts, reviewing appeals, resubmitting claims, altering claims, etc. Provide warranty feedback to the Technology Business Development management, Engineering and Service.
A four-yeardegree in electronics, information technology or engineering. Advanced computer skills, interpersonal skills, and technical field experience in the lift truck industry are desired. Must be willing to travel 1 - 2 weeks per month, self-motivated and comfortable speaking in front of small to medium sized groups and is necessary for this position. Bi-lingual language skills would be beneficial.