After Sales Support Manager - Northeast - Manitou Group (Williamsport)

Compensation

: $82,790.00 - $163,970.00 /year *

Employment Type

: Full-Time

Industry

: Sales



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TITLE: After Sales Support Manager (ASM)

DIVISION: Service & Solutions- Corporate or Field Based

GRADE: Exempt

REPORTING: Vice President, North America Service and Aftermarket

SUMMARY STATEMENT: The After Sales Support Manager role is critical in the rapid resolution of technical and service related issues for all Manitou Group products. The ASM manages the aftersales support, technical product familiarization and training, and technical troubleshooting for their assigned region. They work closely with the sales and factory technical team to drive uptime and a positive customer experience. The ASM establishes solid relationships with dealer and customer team members, responds quickly to address issues and follows through to closure. The ASM provides feedback to the appropriate functional owners to drive continuous product and support improvements.

ROLE RESPONSIBILITIES:

  • Develop strong relationships with customers, dealers and other stakeholders within their assigned region to become trusted partners and dependable resources for them.
  • Provide technical and diagnostic assistance to customer/dealer network in person or by phone as appropriate.
  • Submit weekly summaries of support activities, and update ERP system communicating and tracking progress of issues and resolutions, close the loop on service issues with all stakeholders.
  • Work closely with the Manitou Group parts teams and our dealers to identify key parts and stocking levels to insure availability and fast repairs, communicate gaps and push for fast shipment.
  • Coordinate training for dealer/customer by either directly providing or schedule with technical training team to insure dealer capability to repair and service products and utilize our dealer portal, warranty process and service tools.
  • Investigation of customer complaints and based on findings, propose warranty and policy recommendations that promote customer satisfaction and resolution in a fair and equitable manner.
  • Act as liaison between Engineering, Manufacturing and Sales on service related issues. Provide detailed documentation to the appropriate departments and manage communication to dealers and other stakeholders.
  • Assist with product development providing feedback to Engineering and Product Management regarding design and serviceability.
  • Partner with region team members to provide input on dealer capability and plans to develop a strong dealer network that is trained and equipped to represent MNA professionally and capably.MANITOU AMERICAS ONE GEHL WAY, P.O. BOX 179
  • Contribute positively to the MNA culture and team. Work to provide communication to and openly receive feedback from team members so we can continuously improve and grow.
  • Assist with demonstrations and exhibit set-up at shows and events as needed providing aftersales support.
  • Support aftermarket, parts and service sales initiatives and programs.
  • Other duties as assigned.

  • Associated topics: casualty, insured, insurance agent, insurance field, life, life insurance, life insurance agent, life insurance sales, medicare, medicare solution * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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