Service Manager - OQA

OILQUICK AMERICAS LLC; Superior (WI); On-site; USD 85,000 - 120,000; Full time

Job summary

OILQUICK AMERICAS LLC is seeking a Service Manager to support customers and lead our field service team. You will provide technical assistance, coordinate with engineering and product management, and ensure timely repairs and communication with dealers and end users.

The role requires an Associates’ Degree or Hydraulic Certification or 5+ years of hydraulic mobile equipment experience, strong training skills, and the ability to work cross-functionally across departments while maintaining high

Qualifications

• Associates’ Degree or hydraulic certification, or 5+ years experience with hydraulic mobile heavy equipment.
• Experience with demolition, recycling, and construction industries preferred.
• Strong training and teaching ability.

Responsibilities

• Lead technical point person for field service and customers.
• Provide technical assistance for incoming service calls.
• Build relationships with customers and coordinate with engineering and product management.
• Document issues in the Service Database and update Field Service Calendar.
• Conduct technical and operator training for up to 30 trainees.
• Act as the voice of the customer for machine improvements.
• Coordinate warranty processing and repairs with dealers/end users.
• Promote good customer relations through technical support.

Skills

Technical aptitude

Interpersonal skills

Communication skills

Training others

Public speaking

Organizational skills

Customer service

Cross-functional collaboration

Education

Associates' Degree

Hydraulic Certification

Tools

Hydraulic tools

Electrical schematics

Multimeter

Flow meters

Hydraulic pressure gauges

Job description

Job DescriptionThe 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 DutiesServe as the lead technical point person for our field service team as well as customersProvide technical assistance for incoming service callsBuild strong relationship with customers and partner with engineering and product management in adapting company products to meet individual requirements and specificationsPromptly resolve customer issues and maintain good communication channels between the customers and relevant functions within the organizationDocument issues in the Service DatabaseCoordinate and update the Field Service Calendar and contacting customers and team members on updates and changesFollow-up with customers and other Exodus personnel as necessary regarding repair statusPerform technical and operator trainingAct as the voice of the customer for machine improvement ideas and suggestionsPartner with the Inside Sales (and) External Sales teams to provide excellent service in all customer interactionsProvide 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 foundWarranty Processing as well as overseeing the repairs with dealers and end usersPreform monthly service meetings to discuss feedback with divisional teamImplement Service Manual updating as well as creating repair procedures and training documentsCommunicate repair instructions to customer and/or contract service personnel via, telephone, text, or emailPromote good customer relations through technical supportSchedule and communicate with contracted service providers for repairs or updatesCommunicate service and attachment performance information to Parts & Product Support, Engineering, and Manufacturing areasComply with all company policies and maintain a high level of integrity in all interactions within and outside of the companyAttend and participate in company sales meetings, training programs, trade shows, and conventions to further education and learning within the industryPerform classroom and hands-on training for maintenance/repairs for up to 30 trainees if required for divisionEducation RequirementsAssociates’ Degree, Hydraulic Certification or minimum of 5 years’ experience working with hydraulic mobile heavy equipment and attachmentsPrior knowledge of principles and applications of hydraulic tools in the demolition, recycling, and construction industry preferredKnowledge, Skills & AbilitiesThis 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 organizationStrong interpersonal and communication skills with the ability to train othersResourceful and capable of making critical decisionsAbility to lift products up to 50 lbs. without assistanceExcellent public speaking ability on highly technical subjectsHighly organized and self-motivatedMicrosoft Office applications and basic computer skillsFluent in EnglishAbility to understand customer needs, marketing, and sales techniquesWorking knowledge of hydraulic tools and systems, machinery attachments and/or construction equipmentProficient use of electrical and hydraulic schematicsA strong understanding of the technical diagnostic processProficient with multi-meter, hydraulic pressure gauges and flow metersUnderstands and enjoys serving customers/dealers and helping others succeedAbility to work independently