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EMEA PRODUCT SERVICE MANAGER - HEAVY PRODUCT
Michael Page
Our Client is an industry leader in the engineering, manufacturing, and marketing of compact and heavy construction equipment, attachments, air compressors, lighting systems, generators and articulated dump trucks.
Their vision is to be a global top 3 leader in the construction equipment industry by becoming a primary partner to their dealers and customers. Their Compact and Heavy construction equipment teams work together to maximize synergies within their business to ensure they can offer a full line of dependable, innovative products that provide value to their customers and an unequaled ownership experience.
The Product Service Manager is responsible for the EMEA technical support to Internal parties (Product Business units, other Product Service Managers, Technical Literature group, training department) and External parties (District Service Managers, dealers).
You will be leading and taking responsibility over the entire Heavy Products line, meaning Excavators, Loaders and Compacts.
You will be answering to the Service Director.
The main responsibilities are:
• Identification and correction of technical product problems : based on field feedback, conducting root cause analysis and providing technical solutions
• Provide technical Support to field Service Managers. Ensure accurate and monthly updates to update the field organisation on issue identification and resolution progress.
• New Product Development : Follow up on development and identify requirements for service support after sales
• Onsite Visits : Perform onsite customer/dealer visits, troubleshooting and investigation
• Technical Trainings : Assist in identifying and composing content for technical training material, assist where needed in technical training. Provide update training on new product releases for internal personel.
• Rework: Identification of eventual need for rework programs to provide for customer safety and satisfaction. Definition of rework directive, modification conditions and instructions. Follow up on launch process and completion together with the field modification coordinator.
• Warranty Support: Act as an advisor to the Warranty team on claims requiring technical investigation or review. In a Continuous Improvement spirit you closely cooperate with the Warranty coordinator to identify product issues through warranty analysis.
In terms of communication, you will interface with several departments internally (such as Marketing and Engineering), and external parties (Dealers, Key account customers and suppliers).
You hold and Engineering degree in Electromechanics / Mechanics.
You have:
• Extensive technical experience in mechanical engineering (knowledge of pneumatics and hydraulics are a distinct plus)
• Excellent understanding of customer requirements
• Ability to negotiate and mitigate
• Well organized and able to manage multiple suppliers at different levels
• Excellent Communication skills, verbal and written
• Good computer skills
• Open minded and Self Driven
You react quickly to both internal and external customer needs with problem resolution and pro-active customer support.
With regard to Process Excellence, you work closely with product business unit, manage field problems with factories and suppliers - use quick field communication tools to provide timely information to field staff and distribution.
You have excellent networking skills in order to build and maintain networks with external stakeholders that can be leveraged when it is necessary.
For goal setting you prioritize and balance the requirements of relevant groups for technical support, training and documentation.
You are flexible and willing to travel across your zone (EMEA).
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