Aftermarket Technical Support Manager

5 - 7 years experience  •  Business Services

Salary depends on experience
Posted on 10/19/17
Appleton, WI
5 - 7 years experience
Business Services
Salary depends on experience
Posted on 10/19/17

SUMMARY

Provide technical support and service, to the Pierce dealers and customers in order to enable all around usability of customer equipment. Act as the point of contact between management, engineering, manufacturing, quality, warehousing and warranty.  Develop effective communications and a positive working relationship in a team environment with the Customer Service staff to ensure a team effort in achieving company goals.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Provide day-to-day oversight of the Service Technicians team including performance management, annual reviews, attendance, career coaching, and development of systems and policies.
  2. To assist technical service associates in the management of their assigned responsibilities to attain objectives and satisfactory operation; to ensure performance is met in a way that is consistent with established policies and programs.
  3. Support Warranty Representatives with technical information gathered from drawings, manuals, technical bulletins, product engineering and shop floor data to ensure proper and expedient resolution. Review and approve warranty claims and goodwill requests.
  4. Understand all aspects (design, operation, campaigns, safety, service, etc.) of Pierce products, gather advice and repair procedures for the Warranty Department, Pierce dealers and end users.
  5. Communicate with Pierce dealers to confirm the receipt, understanding and awareness of all technical bulletins.
  6. Work with the Quality Department, Manufacturing and Product Engineering on repetitive, defective or inferior parts, processes and components.
  7. Investigate customer complaints and resolve them equitably. Maintain good working relationships and rapport with customers and field representatives.
  8. Work closely with the sales representatives and customers to obtain feedback on product performance and reliability.
  9. Write bulletins, generate reports/graphs/charting/schedules and perform other related duties as assigned.
  10. Up to 25% of travel to visit suppliers, shows and dealerships as required.

 

BASIC QUALIFICATIONS

Bachelors Degree

6 or more years of experience working with fire apparatus and/or heavy duty vehicles

Strong leadership, troubleshooting and problem-solving skills

Strong verbal and written communication skills

General knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint, and Visio.

 

 

PREFERRED QUALIFICATIONS

Strong leadership, troubleshooting and problem-solving skills

 

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