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Service Provider Coordinator (SPC)

Informations

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

Description

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

  • Travel throughout assigned territory to support Service Provider and Customer aftersales activities.
  • Train service provider technicians according to the training curriculum and training schedule.
  • Train customer’s Technicians according to the training Curriculum and training schedule.
  • Track training levels of each technician/service provider and update database as needed.
  • Acting liaison between Service Providers and Haulotte North America Service Department
  • Manage service provider activities, set goals, evaluate performance and report daily/weekly/monthly.
  • Ensure service provider contracts are signed and up to date. Begin to convert to new service contracts.
  • Recruit/terminate service providers following the onboarding process.
  • Track and solve all outstanding issues with Customers/Service Providers on X-Boom/Light-Booms ensuring timely closure of open topics by providing the highest level of customer satisfaction.
  • Assist customers troubleshoot technical problems providing correct diagnosis, facilitate processing of warranty claims with the internal warranty department / technical experts.
  • Report your weekly activities accurately via TSheets/SaleForce.
  • Complete all Haulotte Academy training courses assigned, staying up to date with internal trainings.
  • Assist with CTI’s / safety campaigns
  • Review and report monthly KPI’s to the Management Team
  • Substantial travel required throughout the United States

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

  1. Education:

High School diploma or GED.

  1. 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.
  1. Experience:

Technical degrees on equipment support (maintenance on trucks or heavy building equipment or equivalent). Minimum 5 years experience in similar industry, including training.

 

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