Key Account Senior Service Engineer

Logisnext Americas Inc.; Houston (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid Vacation, Sick Time, and Paid Hol

401k with company match

Short/Long-term disability insurance

Life, AD&D insurance

Parental leave

On-site fitness center (Houston)

On-the-job training and development

Job summary

Logisnext Americas Inc. is seeking a technical service support specialist to assist national and dealer major managed accounts for Logisnext products.

The role involves extensive travel to dealer and customer sites, providing problem resolution and product feedback, and creating detailed trip reports. Responsibilities include supporting dealer parts and service personnel, coordinating with Engineering and QA on product issues, and developing product improvements and PSBs for the Americas.

Qualifications

• High School Diploma or GED required.
• 2–7 years’ overall experience; +5 years lift truck industry preferred.
• Willingness to travel up to 50% and hybrid work in Houston.

Responsibilities

• Provide technical support to dealer parts and service personnel and other Logisnext departments.
• Travels to dealer/customer sites to assist with problem resolution and customer acceptance issues.
• Provides feedback to National Accounts group on product health and open service issues.
• Monitors product health to reduce warranty expenses and logs problems for action.
• Coordinates resolution with Engineering, QA, Design Engineering and other teams; initiates product improvements.
• Develops Product Support Bulletins (PSB) and SOPs for distribution.

Skills

Lift trucks

Dealer relations

Travel readiness

Failure analysis

MS Office

Project management

IC/Electric systems

Education

High school diploma or GED

Bachelor’s degree (nice to have)

Tools

CRM software

Job description

About Us

Logisnext Americas Inc. has supported customers for more than 100 years as a technology-driven forklift manufacturer. In addition to being a forklift manufacturer, we are also a total solutions provider offering scalable products and services from material handling and automation to extensive fleet support.

About The Role

To provide service support to national and dealer major managed accounts for Logisnext products. Position requires extensive contact with dealers, customers, and national account sales personnel primarily through CRM service tickets. Position may require extensive travel. This position is responsible for monitoring product health by identifying, quantifying, investigating, and analyzing quality and reliability problems being experienced by Logisnext products in the field. Position coordinates with other departments to resolve problems and communicate solutions to the field. Provides a monthly report detailing CRM activity and trip report summary.

What You Will Do

• Provides technical support to dealer parts and service personnel, other departments within Logisnext Americas.
• Travels to dealer/customer sites to assist dealers and field personnel with problem resolution. Assists dealers with key customer acceptance and satisfaction issues to help ensure future product sales. Provides detailed reports of trip purpose and outcome.
• Provides feedback on a regular basis to National Accounts group regarding product health and open service issues
• Monitors product health to control and helps reduce warranty expense to company. Maintains problem log to recognize problems and quantify concerns. Communicates information regarding specific problems to Service Engineering, Logisnext Design Engineering, Design Center Houston (DCH), Jungheinrich AG, and/or MLA Engineering as situation dictates. Initiates requests for product improvement.
• Coordinates problem resolution with Engineering, CSM, Quality, Prove Design, Parts Authorization. Coordinates field problem investigation and National Accounts specific Service Campaigns. Reports Test Orders (TO) to Service Engineering for Prove Design to evaluate product issues and validate corrective actions.
• Develops product improvements to address product issues and technical information to support solutions. Creates Product Support Bulletins (PSB’s) and HPK articles for distribution in the Americas and SOP’s for internal use.

When & Where

• This is a full-time role that will require up to 50% travel.
• Hybrid schedule in office 3 days a week

Qualifications

What you need to have:

• High School Diploma or GED.
• 2 to 7 years’ overall experience.
• +5 years lift truck industry experience
• Dealer contact experience
• Ability to travel to customer sites
• Failure analysis experience
• Microsoft Office experience
• Project Management skills
• Extensive technical knowledge of IC and Electric Logisnext and Jungheinrich products

What Would Be Nice To Have

• Bachelor’s Degree
• Experience can be substituted for education requirements

What We Offer

• Medical, dental, and vision benefits
• Paid Vacation, Sick Time, and Paid Holidays
• Profit Sharing Opportunities
• Flexible Spending and HSA Accounts
• 401k with automatic company contribution and company match
• Short-term and long-term disability insurance
• Life, Dependent Life, and AD&D Insurance
• Paid Parental Leave (Includes 6-8 weeks of maternity leave and 5 days of paternity leave)
• Employee Assistance Program
• Employee Discounts
• On-site fitness center (Houston)
• On-the-job training and development

The specific salary for a successful candidate will depend upon, among other legitimate factors, education, training, and/or experience.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Equal Opportunity Employer/Veterans/Disabled