Manager – Field Service, USA & Canada

Rehlko•Kohler, WI

2d•Onsite

About The Position

The Manager – Field Service, USA & Canada will be directly responsible for oversight, administration, and development of field service activities. This includes warranty administration, warranty escalation, and dealer technical support functions. Act as the key technical support relationship contact for mid-size OEM customers as well as all servicing dealers and distributors. Work closely with the Sr. Manager – Technical Training to ensure curriculum and documents are updated to reflect the needs of the servicing dealers. Responsible for the development of servicing dealers within North America, including dealer identification and onboarding by coordinating with distributors as well as the Sr. Manager Field Services – Technical Training. Manage a team of technical experts who act as the support for servicing dealers as well as perform warranty administration. Divisional responsibility for field campaigns and reworks including the necessary internal, OEM, and governmental reporting. Works under the direction of the Director – Aftermarket Parts and Service, Rehlko Engines.

Requirements

Bachelor of Science degree or a degree in Business Administration with strong mechanical aptitude.
5-10 years of experience with significant service and/or systems responsibility.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

Nice To Haves

An MBA is desired.

Responsibilities

Provide direct leadership for a highly skilled team of 10-15 technical support Service Specialists with the ability to answer the most complex technical product questions and inquiries for gas products globally and diesel products in the US and Canada, Responsibility includes dealing with escalated disgruntled customers, disputed warranty decisions, replacement engine recommendations, and parts look-up support.
Responsible for ensuring the analysis of component failure trends, acquiring the needed related information and sample parts, and providing this information to the business in a timely manner for problem prioritization and resolution.
Manage call center systems with responsibility for system function and data reporting for over 35,000 calls per year.
Utilize best practices in call center management and performance measurement to assure alignment with the Rehlko brand.
Maintain and develop communications and social media interactions to address customer technical inquiries and complaints.
Administer warranty policy and processing for the US and Canada, including monthly and one-off reporting responsibility for the quality, manufacturing, and sales organizations.
Represent the interests end customers and service network on new product development teams and in the product lifecycle management process.
Oversee the recall and rework of escaped defective products including internal record keeping and reporting for internal, OEM, and/or governmental agencies.
Serve on Divisional Safety Committee providing business recommendations on safety related issues to escaped quality issues, product designs, and safety warnings in service publications.
Manage, on a continuing basis, surveys to analyze changes in customer requirements and prepare programs for responding to these customer needs in service and parts programs.
Ensure applicable product compliance requirements are upheld including but not limited to the Clean Air Act, California Code of Regulation and California Health and Safety Code.
Reports to Director, Aftermarket Parts & Service; manages Field Service Specialists.
Works closely with production, sales, marketing, inspection, engineering, purchasing, advertising, and legal on service, quality, and technical publication needs.
Maintains daily communication with distributors and dealers, and frequent contact with OEM accounts through calls and onsite visits.
Occasional interaction with end customers and vendors for technical data and field service support.