Job Number : 82198
Division : Administration
The North American Service Manager administers all service related topics within all NA subsidiaries for all COMPANY products while conducting product improvement initiatives with suppliers and dealers. Supervises all technical and service support for COMPANY products and personnel and ensures performance and work output to satisfy customer service needs.
Main Accountabilities and Essential Functions:
Supervise a team of Region Technical Managers (RTM), Technical Specialist and Technical Service Representatives (TSR), both in the US and Canada
Oversee all NA Warranty administration
Oversee dealer service activities and the review of dealer and product concerns
Conduct fiscal reporting for service department, PIP/PSP completions, warranty recovery and statistics from KGaA.
Oversee regular training programs for dealers and COMPANY field employees, both in the field and at theCOMPANY ACADEMY in Omaha and Regina
Schedule and monitor RTM, product specialist and warranty activities, including, dealer calls, open houses, training etc.
Support company and dealer activities to achieve/exceed COMPANY service standards
Regularly review Service Department operations and make certain all required information is available in theservice library.
As a member of the CoA management team, support NA operations and regularly report NA service performance.
Adhere to established company values, practices, policies and procedures at all times. Follow and support compliance with all applicable safety rules, laws, regulations and standards.
Demonstrate regular and punctual attendance at the assigned work location.
Note: This positions includes up to 30% domestic and international travel; valid driver’s license and passport is required.
Promote product improvements with suppliers
Prepare measurements to ensure customer satisfaction within given budget guidelines
Regularly attend NA Leadership Team meetings prepared to present status updates of current internal events to the team
Attend product and service trainings in the US and Germany, as required.
Oversee any service legal topics that may arise.
Other tasks as assigned or required by management.
Bachelors’ Degree with emphasis in a technically related field or equivalent experience – Agricultural basedstudy, a plus
Minimum of 5 years management experience (including leading exempt level employees), tested problem solver and solid corporate communicator within technical service-oriented industry.
Minimum of five years leading exempt level employees, including training and staff development; Ability togive employee feedback in verbal and written form succinctly and timely.
Agricultural machinery service experience at either a dealer or OEM level.
Strong ability to analyze equipment performance issues and find resolutions.
Excellent technical communication skills in both written and oral form with excellent interpersonal skills.
Proven skills in directing service initiatives as well as dealer relations cooperatively with internal departments.
Strong leadership qualities, with a good mix in delegating and controlling. Excellent capability to praise, critique, motivate and lead technical experts.
German, French or Spanish skills a plus
Must be able to meet deadlines and handle a high volume workload in a fast-paced environment with strong attention to detail.