The Key Account - After Sales Support Manager role is critical in the rapid resolution of technical and service related issues for Manitou Group products. The KASM manages the aftersales support, product familiarization and training, and technical troubleshooting for their assigned customer group. They work closely with the sales and factory technical team to drive uptime and a positive customer experience. The ASM establishes solid relationships with their customer team members, responds quickly to address issues and follows through to closure as the primary point of contact for service for the Key Account customer. The KASM provides feedback to the appropriate functional owners to drive continuous product and support improvements and drives alignment with the Key Account service policies and processes.
Region: Eastern US (coverage starting from the Mississippi River)
Develop relationships with Key Account customers as assigned.
Provide technical and diagnostic assistance to key acounts 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.
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 key account team members by either directly providing or schedule with technical training team to insure their capability to repair and service products. Work with them to implement efficient processes for parts, warranty and utilizing service tools.
Investigation of customer complaints. 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.
Assist with demonstrations and exhibit set-up at key account events as needed providing aftersales support.
Support aftermarket parts and service sales initiatives and programs.
Other duties as assigned.
Requires a high school degree, post-secondary education preferred.
Minimum of 5 years of experience in an applicable product support role.
Must have good mechanical background, specifically experience working with engines, hydraulics, electronics and mechanical systems of construction or agricultural equipment. Experience with Manitou Americas products is a plus.
Good understanding of the operation of a dealership and a service department.
Must have excellent communication and customer-facing skills.
Must have the ability to troubleshoot equipment effectively both in person and by phone.
Must be computer literate, proficient with Microsoft office and Google software and comfortable working with a laptop computer on a daily basis.
Requires a resourceful, flexible, independent and achievement-orientated person.
Must be mature, presentable, skilled and courteous in working with customers and able to handle stressful situations.
Must maintain a valid driver's license, clean driving record, credit card and passport.
Requires an average of 75% overnight travel and works from a home office location.