Reference : US/1002
Category : Technical
Location : United States
Type of Contract : Full time job - Permanent
Studies level : High School Diploma or GED
Experience required : between 5 and 10 years
JOB SUMMARY
Travel to service provider and customer locations as needed to perform after-sales activities for Haulotte (XB/LB) Light Aerial products. Primarily focusing on training/technical training the entire service provider network and customers as needed. Increase and improve the service provider network by locating quality providers following the onboarding process while increasing the technical knowledge of technicians and customers. Monitor and report their activities and performance to management while ensuring they are providing highest level of customer care and satisfaction in-line with Haulotte values. Analyze the level of performance and training of each provider/technician and mentor them to achieve the highest level of performance and training according to the training metrics.
Work directly with customers or through service providers by assisting/facilitating technical support, diagnostics, repairs, documentation, training of policies/procedures, warranty support and operator/technical trainings. Closely manage machines that are under warranty to provide technical assistance as needed to diagnose problems and provide accurate solutions.
ESSENTIAL FUNCTIONS
JOB RESPONSIBILITIES
1. |
Travel within assigned territory to manage all service-related activities per above essential functions to include (but not limited to) technical support, diagnostics and repair. |
2. |
Manage, organize, prepare and perform internal and external training sessions (familiarization, product, operator, technical, other) for service providers/customers to ensure the highest level of training possible. |
3. |
Manage status of “Hard-Down” machines under warranty to ensure quickest resolutions possible with the goal to minimize machine downtime and improve overall customer experience. Facilitate repairs to be completed by service providers. |
4. |
Sales of spare parts, training courses and service contracts. |
5. |
Proactively provide accurate follow-up/information to Customers. |
6. |
Focus on exceptional customer satisfaction & customer experience |
7. |
Travel throughout the United States as needed to support external teams and customers. |
8. |
Follow travel policies & report expenses accurately within policy. |
9. |
Ensure adherence of corporate policies and procedures. |
10. |
Manage difficult issues directly with customers as necessary. |
11. |
Escalate topics as needed to immediate supervisor. |
12. |
Document, report activities, admin (email, shared calendar, TSheets, SalesForce, etc.) |
13. |
Assist facilitating CTI’s and/or performing CTI updates |
14 |
Other duties based on the needs of the company |
JOB REQUIREMENTS
High School diploma or GED.
Technical degrees on equipment support (maintenance on trucks or heavy building equipment or equivalent). Minimum 5 years experience in similar industry, including training.