Full Job Description
Service Product Manager
Crown is searching for an individual with extensive experience maintaining Internal Combustion Engine Forklifts, with capacities ranging from 3,000 lb. - 15,500 lb. The role will be responsible for influencing the development of safe maintenance practices and technical training as well as being the Service representative on a cross-functional Product Team to include Marketing, Quality, Purchasing, Engineering, and Inside Sales.
Responsibilities
Technical Support:
• Primary resource for technical troubleshooting/problem solving information.
• Train and coach Aftermarket Support Representatives (ASR) or Product Specialist in technical product support activities.
• Manage field campaign activities being coordinated by ASR or Product Specialist.
• Support service product management for product group products sold within Global Network.
• Share product team responsibility of product quality, reliability, cost to manufacture and cost of ownership for both company (warranty) and the end user.
• Produce technical support information and qualifies Help Desk entries by ASR or Product Specialist.
• Training/coaching and resource for technical information.
• Review and approve technical content of scripts, videos, and other media products.
• Subject matter expert for the Customer Service Department and Field Support Department with ongoing customer support, retention, and satisfaction.
Product Performance and Field Support:
• Manage product related field support activities by monitoring and evaluating product performance trends including reliability, customer acceptance, warranty cost and customer cost of ownership.
• Participate in prioritizing and initiating product team activities to improve product reliability, customer acceptance and reducing warranty costs both reactively and proactively.
• Manage field campaigns, support literature, NBO and dealer communications.
• Make routine field visits to enhance product support activities such as making routine visits with product team, train and support Regional Service Managers, solve product issues, make dealer visits to enhance dealer support and assists in product/market research.
Communications/Technical Publications:
• Service: Initiate, direct and approve final product on manuals/guides, technical service bulletins and field modifications and determines field distribution of the field mods. Also initiate, direct and approve electronic media (videos, CD-ROM and Internet).
• Sales: Provide input to sales promotional material and spec sheet feature descriptions.
New Product Development/Releases
• Actively participate in engineering design reviews and in marketing plan.
• Produce service release package and prepare/train internal and external staff.
Minimum Qualifications
• 5-7 years related experience
• Associates degree (Marketing or Engineering)
• Extensive Travel (over 20%)
• Extensive Overnight Stays (over 20%)
• Job requires employee to drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday
Preferred Qualifications
• Five to seven years Company experience in service and maintenance of Company equipment as well as electrical and mechanical experience or experience in customer support of similar/related technical equipment.
• Demonstrated product and application knowledge along with communication and analytical skills.
• A diverse skillset and the ability to effectively communicate customer and product concerns across all disciplines within the organization.
• Excellent managerial, communications and interpersonal skills are necessary for this position.
Work Authorization:
Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.
No agency calls please.
Compensation and Benefits:
Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.
