Product Support & Field Service Manager

Under the motto “Taking action for future generations”, we at Big Dutchman have been conveying our ideas to more than 100 countries for over 80 years – because feeding the world is our profession. Our high-tech farming solutions for proteins and plants make our customers successful and empower farmers around the world to act more sustainably. And no wonder, because whether at our headquarters in Vechta (Germany) or at our locations on five continents: in our family-owned company, more than 3,400 motivated employees provide animal-friendly and sustainable solutions. As a driver of innovation, we never lose sight of the appreciation we have for our team. We enjoy our daily business and take action for future generations together.

Does this sound like the working environment you are looking for? Then join our team as our After Sales & Product Support Manager.

 

Product Support & Field Service Manager

 

Duties and Responsibilities:

1. Manages after sales service calls and follow-up visits to ensure proper system function, warranty resolution and customer satisfaction.
2. Manages independent contract installation crews for after sales warranty and repair work. Includes initial quotations and progress payment authorization.
3. Utilizes CRM to document and manage after sales service functions, reports, and warranty claims.

       4. Acts as departnent lead in the use and development of CRM.

      5. Works across the BD organization to resolve product and installation problems.

      6.  Remotely manages the Poultry BU field technicians. Corresponds at least weekly with each.

      7.  Maintains contact with Big Dutchman Germany to stay current on equipment changes and installation techniques.

      8.  Recommends product improvements to ensure ease of installation, improved function, and reduced warranty costs.

      9.  Acts as farm services safety and biosecurity coordinator. Provides technician training as needed.

    10.  Manages after sales and service help desk including emergency response.

    11.  Develops and distributes product installation and operation manuals and provides customer and technician training as necessary.

    12. Other projects as assigned.

 

Minimum Qualifications:

• 2-4 yr. degree in business, engineering or construction management.
• 3-5 years of experience in customer service and/or project management, and employee supervision.
• 3-5 years of experience in egg business highly desired but not mandatory.
• Strong technical aptitude including electrical and mechanical systems and computer software.
• Proficient and diplomatic with written communication with customers.
• Strong knowledge of MS Office, MS Project, CRM, and ERP systems.