Service Manager - OQA

Exodus Global; Superior (WI); On-site; USD 85,000 - 98,000; Full time

Job summary

Exodus Global in Superior, Wisconsin, seeks a Service Manager to support customers with expert technical service for our products. You will act as the primary liaison among customers, field service, sales, engineering, and operations.

The role requires strong communication, hands-on hydraulic knowledge, and the ability to train staff while coordinating repairs and services across multiple teams.

Qualifications

• Associates' Degree or hydraulic certification required.
• Minimum 5 years of experience with hydraulic mobile heavy equipment.
• Strong communication and training abilities.

Responsibilities

• Lead technical point of contact for field service and customers.
• Provide technical assistance for incoming service calls.
• Coordinate repairs and service with internal teams.
• Document issues in the Service Database.
• Schedule field service activities and communicate updates.
• Train technicians and customers on maintenance procedures.
• Assist in warranty processing and dealer coordination.
• Promote strong customer relations and feedback loops.
• Adhere to company policies and integrity standards.

Skills

Technical aptitude

Customer service

Interpersonal skills

Public speaking

Training others

Microsoft Office

English fluency

Problem solving

Independent work

Education

Associates' Degree

Hydraulic Certification

Tools

Hydraulic tools

Diagnostic tools

Job description

Job Details

Job Location: Superior, WI 54880

Position Type: Full Time

Salary Range: $85,000.00 - $98,000.00 Salary

Job Shift: Day

Job Category: Other

Job Description

The Service Manager is responsible for supporting the customer by providing excellent technical service for our products. The position will also serve as the primary liaison between the customer, field service, inside sales, outside sales, engineering, and operations.

Job Duties

• Serve as the lead technical point person for our field service team as well as customers
• Provide technical assistance for incoming service calls
• Build strong relationship with customers and partner with engineering and product management in adapting company products to meet individual requirements and specifications
• Promptly resolve customer issues and maintain good communication channels between the customers and relevant functions within the organization
• Document issues in the Service Database
• Coordinate and update the Field Service Calendar and contacting customers and team members on updates and changes
• Follow-up with customers and other Exodus personnel as necessary regarding repair status
• Perform technical and operator training
• Act as the voice of the customer for machine improvement ideas and suggestions
• Partner with the Inside Sales (and) External Sales teams to provide excellent service in all customer interactions
• Provide technical expertise to the customer on attachment applications addressing service-related issues with products. Interpret technical repair and parts manuals and instruct service personnel in proper maintenance procedures. Follow up with correspondence regarding problems found
• Warranty Processing as well as overseeing the repairs with dealers and end users
• Preform monthly service meetings to discuss feedback with divisional team
• Implement Service Manual updating as well as creating repair procedures and training documents
• Communicate repair instructions to customer and/or contract service personnel via, telephone, text, or email
• Promote good customer relations through technical support
• Schedule and communicate with contracted service providers for repairs or updates
• Communicate service and attachment performance information to Parts & Product Support, Engineering, and Manufacturing areas
• Comply with all company policies and maintain a high level of integrity in all interactions within and outside of the company
• Attend and participate in company sales meetings, training programs, trade shows, and conventions to further education and learning within the industry
• Perform classroom and hands-on training for maintenance/repairs for up to 30 trainees if required for division

QualificationsEducation Requirements

• Associates' Degree, Hydraulic Certification or minimum of 5 years' experience working with hydraulic mobile heavy equipment and attachments
• Prior knowledge of principles and applications of hydraulic tools in the demolition, recycling, and construction industry preferred

Knowledge, Skills & Abilities

• This position requires a candidate who has excellent technical and mechanical aptitude with strong interpersonal and communication skills to engage customers and work cross functionally within the organization
• Strong interpersonal and communication skills with the ability to train others
• Resourceful and capable of making critical decisions
• Ability to lift products up to 50 lbs. without assistance
• Excellent public speaking ability on highly technical subjects
• Highly organized and self-motivated
• Microsoft Office applications and basic computer skills
• Fluent in English
• Ability to understand customer needs, marketing, and sales techniques
• Working knowledge of hydraulic tools and systems, machinery attachments and/or construction equipment
• Proficient use of electrical and hydraulic schematics
• A strong understanding of the technical diagnostic process
• Proficient with multi-meter, hydraulic pressure gauges and flow meters
• Understands and enjoys serving customers/dealers and helping others succeed
• Ability to work independently