Field Service Manager - field based

Salary depends on experience
Posted on 11/10/17
11 - 15 years experience
Salary depends on experience
Posted on 11/10/17

The Field Service Manager Will Provide the Following Key Accountabilities:

  • Actively participate in field problem solving situations as it relates to product performance and customer acceptance
  • Drive field problem identification and resolution utilizing engineering and manufacturing resources to effectively bring timely closure
  • Support new product readiness and successful installations
  • Evaluate reliability of product as it is shipped from manufacturing source
  • Support general sales effort as it relates to new truck sales by conducting product service introductions and customers visits to assure their satisfaction with Hyster and Yale products
  • Effectively communicate requirements for product corrections, modifications & improvements, to Service Management, Resident Service, Product Engineering and Manufacturing
  • Support Product Development Centers, Crack the Code, Zero Defects and Tuff Customer Initiatives
  • Support service technician technical and operator training on Yale and Hyster product through the dealer network
  • Promote Contact Management and supporting systems for issue resolution
  • Administer warranty policy adjustments within assigned guidelines, to be fair to the customer and represent HYG cost participation professionally
  • Manage personal time, territory, and travel expenses
  • Support Rapid deployment for critical issues 

The Successful Field Service Manager Will Meet the Following Minimum Qualifications:

  • High School diploma or equivalent isrequired; FourYear BSDegree in industry related area ispreferred
    • Non degreed candidate:  10 +  years of Technical /Customer Service experience in material handling or mobile equipment industry is required
      Degreed candidate:  5 +  years of Technical /Customer Service experience in material handling or mobile equipment industry is required
  • Knowledge of electrical, hydraulic, engine, transmission, control systems and product design principles
  • Background in problem definition and root cause analysis
  • Facilitation and negotiation skills. Strong communication literacy: oral, written and PC
  • Minimum of 5 years industry knowledge and prior experience working on lift trucks or related products with extensive field exposure is preferred


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