Service Product Manager

Crown; New Bremen (OH); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Crown Equipment Corporation is seeking a Service Product Manager to influence maintenance practices and lead training across a cross-functional product team, including Marketing, Quality, Purchasing, Engineering, and Inside Sales.

The role covers technical support, field performance, publications, and new product releases with significant travel (>20%), driving reliability and cost of ownership improvements.

Qualifications

• 5-7 years related experience.
• Associates degree (Marketing or Engineering) required.
• Extensive travel and overnight stays (over 20%).
• Ability to drive personal vehicle for company business and travel locally.

Responsibilities

• Technical Support: primary resource for troubleshooting and problem solving.
• Train and coach ASR or Product Specialist in technical product support activities.
• Manage field campaign activities coordinated by ASR or Product Specialist.
• Support service product management for product group products sold within Global Network.
• Share product team responsibility for quality, reliability, cost to manufacture and cost of ownership.
• Produce technical support information and qualify Help Desk entries.
• Training/coaching and resource for technical information.
• Review and approve technical content of scripts, videos, and other media.
• Subject matter expert for Customer Service and Field Support with ongoing customer support and retention.
• Product Performance and Field Support: monitor product performance trends, reliability, warranty cost, and cost of ownership.
• Prioritize field activities to improve reliability and reduce warranty costs.
• Manage field campaigns, support literature, NBO and dealer communications.
• Make routine field visits to support product teams, train Regional Service Managers, solve issues, and visit dealers.
• Communications/Technical Publications: initiate and approve manuals, service bulletins, field mods, and electronic media.
• Sales: provide input to promotional material and spec descriptions.
• New Product Development/Releases: participate in design reviews and marketing plans.
• Produce service release packages and train internal and external staff.

Education

Associates degree (Marketing or Engineering)

Job description

Crown Equipment Corporation is a leading innovator in world‑class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.

Service Product Manager

Crown is searching for an individual with extensive experience maintaining Internal Combustion Engine Forklifts, with capacities ranging from 3,000 lb. – 15,500 lb. The role will be responsible for influencing the development of safe maintenance practices and technical training as well as being the Service representative on a cross‑functional Product Team to include Marketing, Quality, Purchasing, Engineering, and Inside Sales.

Responsibilities

Technical Support

• Primary resource for technical troubleshooting/problem solving information.
• Train and coach Aftermarket Support Representatives (ASR) or Product Specialist in technical product support activities.
• Manage field campaign activities being coordinated by ASR or Product Specialist.
• Support service product management for product group products sold within Global Network.
• Share product team responsibility of product quality, reliability, cost to manufacture and cost of ownership for both company (warranty) and the end user.
• Produce technical support information and qualifies Help Desk entries by ASR or Product Specialist.
• Training/coaching and resource for technical information.
• Review and approve technical content of scripts, videos, and other media products.
• Subject matter expert for the Customer Service Department and Field Support Department with ongoing customer support, retention, and satisfaction.

Product Performance and Field Support

• Manage product related field support activities by monitoring and evaluating product performance trends including reliability, customer acceptance, warranty cost and customer cost of ownership.
• Participate in prioritizing and initiating product team activities to improve product reliability, customer acceptance and reducing warranty costs both reactively and proactively.
• Manage field campaigns, support literature, NBO and dealer communications.
• Make routine field visits to enhance product support activities such as making routine visits with product team, train and support Regional Service Managers, solve product issues, make dealer visits to enhance dealer support and assists in product/market research.

Communications/Technical Publications

• Service: Initiate, direct and approve final product on manuals/guides, technical service bulletins and field modifications and determines field distribution of the field mods. Also initiate, direct and approve electronic media (videos, CD-ROM and Internet).
• Sales: Provide input to sales promotional material and spec sheet feature descriptions.

New Product Development/Releases

• Actively participate in engineering design reviews and in marketing plan.
• Produce service release package and prepare/train internal and external staff.

Minimum Qualifications

• 5-7 years related experience
• Associates degree (Marketing or Engineering)
• Extensive Travel (over 20%)
• Extensive Overnight Stays (over 20%)
• Job requires employee to drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday

Preferred Qualifications

• Five to seven years Company experience in service and maintenance of Company equipment as well as electrical and mechanical experience or experience in customer support of similar/related technical equipment.
• Demonstrated product and application knowledge along with communication and analytical skills.
• A diverse skillset and the ability to effectively communicate customer and product concerns across all disciplines within the organization.
• Excellent managerial, communications and interpersonal skills are necessary for this position.

Work Authorization

Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Compensation and Benefits

Crown offers an excellent wage and benefits package for full‑time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.

EOE Veterans/Disabilities

Job Segment: Product Manager, Marketing Manager, Inside Sales, Market Research, Marketing, Operations, Sales