Service Support Manager Jobs

We are looking for a Service Support Manager with vision to join our exceptional team. 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:

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

Requirements:

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