Service Support Manager / Heavy Equipment

Do you have a passion for leading people and building a team? Do you have maintenance experience in heavy equipment? This may be the opportunity you have been searching for!

Your role is fast-paced and challenging, yet deeply rewarding. You play an integral part in our business and is an essential part of the leadership team. Duties of this position include, but are not limited to, the following:

• Host regular dealer technical meetings to gather feedback, share updates on product enhancements, and address technical concerns or challenges.
• Work closely with the Warranty department to validate, approve, or deny the technical aspects of warranty claims, ensuring adherence to warranty guidelines.
• Provide over-the-phone/remote troubleshooting support to dealer technicians, assisting them in resolving technical issues and inquiries related to our products.
• Address dealer concerns and complaints regarding service and support issues, ensuring timely resolution and maintaining a high level of customer satisfaction.
• Conduct in-person troubleshooting and failure analysis for complex problems that require on-site assistance, ensuring prompt resolution and minimizing machine downtime.
• Assess machine pre-delivery inspection (PDI) requirements at the distributor and dealer level, ensuring compliance with quality standards and specifications.
• Collaborate with the Warranty department to validate dealer labor times for warranty claims, ensuring accuracy and consistency.
• Collaborate with dealers to identify areas of improvement for their technical personnel, providing training recommendations and support to enhance their technical capabilities.
• Maintain a comprehensive list of resources for dealers, including required tools, contact lists, training opportunities, and access to manuals and technical documentation.

Requirements:

• Post-secondary education in a related field is an asset
• Able to travel throughout Canada and the USA.
• Automotive and Heavy equipment experience
• You have experience leading or driving a safety culture with your team
• Lithium battery power systems experience an asset.
• Mechanical background and knowledge on electric Class 1,2,3 industrial trucks is required.
• Proficient with Microsoft Office Suite and iOS operating systems for your mobile device