Field Service Manager I-II (Bilingual)

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Job Description

Put a LIFT in Your Career! Hyster-Yale Group, Inc. (HYG), a world-class manufacturer of industrial lift trucks, has an outstanding opportunity for an exceptional and talented Field Service Manager I-II, supporting Regional Territories in the United States and South America.

HYG designs, engineers, manufactures, sells and services a comprehensive line of lift trucks and aftermarket parts marketed globally under the Hyster and Yale brand names. We are one of the global leaders in the Material Handling industry and have been building relationships and partnering with our customers, suppliers, dealers and employees for over 90 years.

As a Field Service Manager I-II, you will be responsible for field service technical support for HYG product involving interface with the dealer network and National Accounts in support of our customer base for increased product sales and customer satisfaction. As well as supporting repeat sales and customer retention by providing strong technical support translating into increased customer satisfaction. Staying involved in existing and new customer sales initiatives giving close support to ensure attainment of brand market share and margin objectives. Management of National Accounts and / or Regional Territories administering all policies and actions in the most cost-effective manner containing and resolving customer and dealer technical issues. Requires working closely with CBDC and WPDC product development centers, manufacturing teams, and Supplier Quality Assurance (SQE) to develop quality, robust, cost-effective products and cost-effective solutions to product issues.
 

The Field Service Manager Will Provide the Following Key Accountabilities:
 

• Actively participate in field problem solving situations as it relates to product performance and customer acceptance.  Drive field problem identification and resolution utilizing engineering and manufacturing resources to effectively bring timely closure.
• Support new product readiness and successful installations
• Evaluate reliability of product as it is shipped from manufacturing source.
• Support general sales effort as it relates to new truck sales by conducting product service introductions and customers visits to assure their satisfaction with Hyster and Yale products.
• Effectively communicate requirements for product corrections, modifications & improvements, to Service Management, Resident Service, Product Engineering and Manufacturing.
• Support Product Development Centers
• Support service technician technical and operator training on Yale and Hyster product through the dealer network.
• Promote Contact Management and supporting systems for issue resolution.
• Administer warranty policy adjustments within assigned guidelines, to be fair to the customer and represent HYG cost participation professionally.
• Manage personal time, territory, and travel expenses.
• Support Rapid deployment for critical issues

The Successful Field Service Manager I-II will Meet the Following Minimum Qualifications:

• High School diploma or equivalent required.  4 yr. BS Degree in industry related area preferred.
• Non degreed candidate: 15 + years of Technical /Customer Service experience in the material handling or mobile equipment industry
• Degreed candidate: 10 + years of Technical /Customer Service experience in material handling or mobile equipment industry
• Ability to speak fluent English and Spanish.
• 3+ years in a Management / Leadership role preferred
• Background in problem definition and root cause analysis
• Facilitation and negotiation skills. Strong communication literacy: oral, written and PC
• Industry knowledge and prior experience working on lift trucks or related products.  

Travel Requirement: 75%

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#REMOTE

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Travel Required

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Field-Based

Relocation Assistance Available

We are an equal opportunity employer with an excellent benefit package including medical, dental and life insurance, 401(k) and profit sharing.

EOE/Minorities/Females/Veterans/Disabled