Field Service Manager I-II

Job Title

Field Service Manager I-II

Job Category

Product Support

Job Description

What starts with YOU, moves the world!

Hyster-Yale Material Handling, Inc. (HYMH), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Field Service Manager I-II, Remote.

Who you are:

• One who will be able to handle high pressure environment.
• One who travels heavy, 75% of the time.
• Responsible for field service technical support for HYMH product involving interface with the dealer network and National Accounts in support of our customer base for increased product sales and customer satisfaction.
• Support repeat sales and customer retention by providing strong technical support translating into increased customer satisfaction. Involved in existing and new customer sales initiatives giving close support to ensure attainment of brand market share and margin objectives.
• Management of Regional Territories administering all policies and actions in the most cost-effective manner containing and resolving customer and dealer technical issues. Requires working closely with CBDC and WPDC product development centers, manufacturing teams, and Supplier Quality Assurance (SQE) to develop quality, robust, cost-effective products and cost-effective solutions to product issues.

What you will do:

• Actively participate in field problem solving situations as it relates to product performance and customer acceptance.  Drive field problem identification and resolution utilizing engineering and manufacturing resources to effectively bring timely closure.
• Support new product readiness and successful installations
• Evaluate reliability of product as it is shipped from manufacturing source.
• Support general sales effort as it relates to new truck sales by conducting product service introductions and customers visits to assure their satisfaction with Hyster and Yale products.
• Effectively communicate requirements for product corrections, modifications & improvements, to Service Management, Resident Service, Product Engineering and Manufacturing.
• Support Product Development Centers, Crack the Code, Zero Defects and Tuff Customer Initiatives
• Support service technician technical and operator training on Yale and Hyster product through the dealer network.
• Promote Contact Management and supporting systems for issue resolution.
• Administer warranty policy adjustments within assigned guidelines, to be fair to the customer and represent HYMH cost participation professionally.
• Manage personal time, territory, and travel expenses.
• Support Rapid deployment for critical issues.
• Requires highly developed communication skills and cultural understanding of North America and Canada business practices.
• Self-confidence, assertiveness and a good intuitive feel for customer relationships are critical.
• Must have the ability to make timely sound decisions understanding high warranty and sales dollar impact. In some cases, this could be in the presence of the customer in An uncomfortable environment.
• Must be capable of managing multiple projects effectively.
• In most customer situations, this position directly impacts our ability to get repeat product sales by insuring customer satisfaction through strong service capabilities.
• Facilitate and monitor service support activities on targeted accounts.  Advise appropriate departments on status and actions required.
• Individual must be disciplined, self-motivated, capable of independent actions and bring closure to any open issues or concerns. 
• Strong technical skills a must.

What you will need/Education:

FSM - I

• High School diploma or equivalent required.  4 yr. BS Degree in industry related area preferred.
• Non degreed candidate: 10 + years of Technical /Customer Service experience in material handling or mobile equipment industry 
• Degreed candidate: 5 + years of Technical /Customer Service experience in material handling or mobile equipment industry
• High School diploma or equivalent required.  4 yr. BS Degree in industry related area preferred.

FSM – II

• High School diploma or equivalent required.  4 yr. BS Degree in industry related area preferred.
• Non degreed candidate: 15 + years of Technical /Customer Service experience in the material handling or mobile equipment industry
• Degreed candidate: 10 + years of Technical /Customer Serv