Field Service Manager - Western Division

Vermeer Corporation

1d • Hybrid

About The Position

The Field Service Manager manages and leads an assigned dealer territory, providing product support focused on machine performance, customer satisfaction, and dealer network development. The role develops customer relationships in partnership with local Vermeer dealers and supports dealer development through product-support initiatives and industry best practices.

The position analyzes field data to help prioritize machine enhancement resources, monitors field product performance, and identifies opportunities for improvement. It also uses and communicates data related to machine troubleshooting and performance, connecting those insights to dealership business and service performance. Significant travel to dealerships and customer visits is expected. The role is hybrid, with some day-to-day work potentially performed away from a Vermeer campus; specific arrangements are discussed with the manager.

Requirements

• At least eight years of experience in technical customer support, with a preferred bachelor’s degree in Business Management, Ag Systems Technology, or a related field; an equivalent combination of education and experience is also accepted.
• Related field experience in areas such as Field Technical Support, Fleet Management, Dealer Development, Customer Relations, Product Service Support, or Product and Application Support.
• Knowledge of Vermeer equipment, software systems, and fluid power systems as they relate to service, warranty, engineering, and quality.
• Ability to understand customer needs and expectations and implement processes and procedures to meet them.
• Ability to read and use data to identify and visualize trends, patterns, and correlations related to machine and dealer performance.
• Ability to make difficult decisions confidently and offer field solutions to take care of customers.
• Ability to prepare thorough, accurate, professional, and error-free documents for management decision-making.
• Excellent written and verbal communication skills with customers and Vermeer staff at all levels, including good telephone communication skills.
• Ability to be flexible, work under pressure, manage confrontation in high-pressure situations, change priorities to meet customer demand, and break complex situations into manageable actions.
• Credibility and leadership in providing excellent customer support.
• Ability to work independently in the field without supervision or other assistance.
• Ability to develop positive interpersonal relationships that encourage openness with customers and peers.
• Ability to provide informative and professional assistance when working with the public, customers, and coworkers.

Responsibilities

• Model Vermeer’s stated characteristics and associated behaviors: caring culture, agility, customer focus, and stewardship.
• Grow and develop customer relationships in partnership with the local Vermeer dealer.
• Manage an assigned territory, focusing on dealer development in product support and applying industry best practices.
• Analyze field data to help prioritize machine enhancement resources.
• Monitor field product performance and suggest improvements where applicable.
• Understand and communicate data related to machine troubleshooting and performance, linking it to dealership business and service performance.
• Manage travel time effectively for dealership and customer visits.
• Provide informative and professional assistance to customers, the public, and coworkers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager