Job Description:Join our Team: Regional Product Support Manager
Location: Remote
OverviewTerex Utilities is a truck equipment final stage manufacturer of digger derricks, aerial devices and associated equipment for the utility industry
, municipals, telecommunications, tree and electrical contractor markets.
This position located in the Alabama, Georgia, Virginia, and West Virginia area and will be reporting to the Product Support Manager. The Regional Product Support Manager (RPSM) will be the first point of contact technical resource for large key customers in the specified region. They will be the intermediary between these customers and the factory and/or service entities for all issues with either new deliveries of equipment or its ongoing maintenance and use. They will have a broad focus that ranges from new truck in-services to participating in new truck build meetings, to training and occasional hands-on support to resolve issues with the trucks, as well as regular customer visits and/or calls to ensure ongoing overall customer satisfaction.
Responsibilities:- Develop, deploy, and manage comprehensive service and support
- Respond directly and immediately to technical inquiries regarding the equipment
- Perform Root Cause Corrective Action (RCCA) follow up for key issues
- Monitor and manage all open NPIR/Service cases for the customer
- Perform operator and technician training to assigned customers
- Facilitate and/or participate in, as needed, regular cadence calls for issue resolution
- Create and maintain customer issue action lists
- Monitor outstanding and/or upcoming service work needed - both branch and field service to ensure agreed service levels are met or exceeded
- Monitor customer rental activities and coordinate rental options as needed
- Participate in, as needed, new truck build kick-off meetings and pre-paint inspections
- Help with parts on long lead time delivery and support the Branch locations in your area.
- And other duties as required
Qualifications:Basic Qualifications:
- Minimum a high school diploma or equivalent
- Ten years' experience working with heavy machinery equipment as a technician or in a direct maintenance management role - deep technical equipment knowledge is required
Preferred Qualifications:
- Ten years' experience working directly with Terex Utilities equipment
- Experience with Salesforce and Oracle case management CRM
- Experience in customer facing roles is highly desired
- Experience with customer training for Utilities equipment
- Project management experience is a plus
- Must be computer literate with basic proficiency in Microsoft Excel, Word, and PowerPoint
- Fluid Power Society (FPS) and National Commission Certification of Crane Operators (NCCCO) certification or ability to gain certification
Salary: The compensation range for this position is $89K - $105K annually. Pay is based on several factors including but not limited to education, work experience, certifications, etc.
If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.
Additional Information:We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact. We are committed to recruiting, engaging, developing, and retaining team members at all levels of our global workforce. Our culture is defined by our Terex Way Values - Integrity, Respect, Improvement, Servant Leadership, Courage, and Citizenship. Our values are the driving force behind our commitment to maintain an inclusive, supportive, non-discriminatory, and safe workplace for all team members. To that end, we are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions. The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.
