Informations
Reference : US/1003
Category : Technical
Location : United States
Type of Contract : Full time job - Permanent
Studies level : High School Diploma or GED
Experience required : between 2 and 5 years
Description
JOB SUMMARY
Manage all service activities within assigned territory including technical assistance to customers in areas of; installation, maintenance, repair and training (technical and functional) via phone, email and in-person visits for the support of Haulotte products. Orchestrate customer visits with the sales team to support customers. Perform internal/external training activities ensuring the highest level of training expertise utilizing hands-on, classroom and the Haulotte training platforms.
ESSENTIAL FUNCTIONS
- Managing and monitoring all service activities for the K-Customers in assigned territory.
- Apply knowledge, experience, training, documentation, communication to make the correct technical diagnosis and provide the right answer to the customer.
- Evaluate hydraulic, mechanical and electrical systems using schematics and diagnostic equipment.
- Organize regular visits to customers with special focus on K-Customers and target accounts.
- Provide technical product information to K-Customers and target accounts within assigned territory.
- Manage and report open machine downtime cases within assigned territory. Provide support and solutions to quickly get machines running in the shortest timeframe possible.
- Manage customer expectations for open service-related topics ensuring the completion of technical interventions in optimal efficiency and reliability conditions.
- Training – Organize, prepare and perform internal and external training sessions (familiarization, product, operator, technical, other) for employees and customers to ensure the highest level of training possible.
- Follow up and report performance of training activities. Updating training systems, analyze and improve training programs and software databases.
- Has a "Service sales" role in coordination with his manager/supervisor by communicating all information that may help with developing Services offers the global offering to the customer.
- Promote Haulotte where able and suggest services, trainings and parts during visits.
- Organize and communicate visits with Sales team to support new machine delivery and customer support as requested.
- Travel as required to customer locations. Booking travel per Haulotte travel policy while following a smart travel concept to maximize travel efficiency and cost.
- Provide reports of his activities to department supervisor/manager to include reporting activities in TSheets.
- Responsible for the company's brand image.
- Responsible for the quality of interventions carried out at the customer's site.
- Work collaboratively with direct manager to provide appropriate technical solutions and identify actions
relating to issues within existing systems for solutions.
JOB RESPONSIBILITIES
1.
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Travel within assigned territory to manage all service-related activities per above essential functions. To include technical expertise support with the goal to minimize machine downtime and improve overall customer experience.
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70%
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2.
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Manage, organize, prepare and perform internal and external training sessions (familiarization, product, operator, technical, other) for employees/customers to ensure the highest level of training possible. Receive new machines delivered to customers to ensure a proper hand-off. Orchestrate visits with Sales Managers to ensure the best support possible.
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25%
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3.
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Document, reporting, admin (email, booking travel, TSheets, etc.)
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5%
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4.
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Other duties based on the needs of the company
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JOB REQUIREMENTS
- Education:
High School diploma or GED.
- Skills and Abilities:
- Good command of job-specific equipment (torque tightening tools, diagnostic console, etc.)
- Knowledge of mechanical, hydraulic and electrical techniques
- Know, respect and apply quality, safety and environmental rules relevant to his/her job/environment
- Understand the flow process grid and assembly techniques and constraints of Haulotte products
- Understand the operation and characteristics of Haulotte products, ranges, parts, components, sub-assemblies, etc.
- Experience:
Minimum 3 years of experience in maintenance and repair on aerial lifting equipment or similar.