Position Purpose:The Regional Service Manager is responsible for providing service training for all Hendrickson products, addressing customer complaints related to product performance, and supporting Hendrickson divisions at OEMs when requested, by contacting Fleet/End Users, Truck and Trailer Dealers, Spring Repair Shops, Auxiliary Axle Installers, and OEM Regional Service Managers.
Essential Functions:- Connect with fleet accounts, Original Equipment Manufacturers (OEMs), repair shops, and dealers to provide ongoing education and information on use, repair, and maintenance of Hendrickson products.
- Respond to and resolve all customer issues and/or concerns in a timely and effective manner.
- Support and monitor test installations of Hendrickson components and suspension systems.
- Provide periodic reports on the performance of Hendrickson products.
- Collaborate with sales managers to assist in resolving field complaints related to Hendrickson products.
- Conduct service training to dealer mechanics to educate them on proper use and repair tactics of Hendrickson products.
- Review recommended service procedures, failed components, and current offerings to offer solutions.
- Monitor competitive activity within the market to suggest counter actions.
- Supervise installations of Hendrickson products as necessary to ensure proper steps are taken.
- Effectively manage product, customer, and competitor information, such as but not limited to, new product offerings, price trends, incentives, and market penetration through gathering data and communication.
- Develop and maintain detailed customer files that may include fleet contact reports, dealer contact reports, maintenance lists, and calendars.
- Provide technical support and education to cross-functional teams and District Sales Managers within the organization.
- Represent Hendrickson at industry trade shows as assigned.
- Maintain awareness of company products offered and market trends.
- Other duties as assigned.
Education and Training- A bachelor's degree in a related field preferred.
Minimum Qualifications- Must live in or be willing to relocate to the assigned territory.
- A minimum of 5 years' experience in a field service role required.
- Experience in the commercial transportation industry preferred.
- Territory experience is preferred.
- Strong written, verbal, and interpersonal skills required.
- Presentation skills required.
- Ability to train others is required.
- Ability to travel around 75% of the time.
