Product Service Manager

DEVELON | HD Hyundai Infracore North America LLC•Rolling Meadows, IL

just now•Onsite

About The Position

This position provides a communication link between the field (District Service Managers, Dealers, etc.) and internally with Product Management, Quality, Parts, Engineering, Manufacturing, Sourcing, and Product Liability teams. The focus of this position is on product issues, emerging issue discovery, prioritization, resolution and continuous improvement. External relationships are built with the company's dealerships and customers for the purpose of information, fact gathering and sharing.

Requirements

Education Required: Bachelor’s Degree in Engineering or Technical related field, 2-year Technical Degree also accepted (with at least 10 years experience)
Experience Required: 5 - 7 years
Minimum of two years of hands-on equipment operation experience with construction or agricultural-type equipment
Technical product knowledge and aptitude
Excellent PC skills with some experience with Salesforce
Ability to use multiple diagnostic tools and software platforms
Print reading and electrical/hydraulic schematic knowledge
Effective cross-functional teamwork skills
Excellent communication and interpersonal skills
Strong time management skills and priority focus
MS Office Suite proficiency
On-site position
Travel Required: 10-24%

Responsibilities

Communication of Product Concerns
Lead the effort in identifying and prioritizing product issues and assist in solving these issues to improve quality and reliability of the assigned product line with the goal of achieving total customer satisfaction.
Proactively communicate product information in a clear, concise, consistent format to keep the company's field staff and the company's dealer service, sales, and parts personnel informed and up-to-date.
Make recommendations regarding field modifications related to product line responsibility. Assist in generating appropriate justification, internal documentation, and communication to our dealers, the company field staff, and the end users.
Provide up-to-date product quality and performance status to Manufacturing, Product Management, Quality and Engineering based on customer, dealer and warranty data.
New Product Development
Hold an active role in new product development through support, communication, and voicing the needs of our customers and dealers relative to current product quality, reliability and serviceability.
Product Update Training
Conduct or supervise product update training regarding product improvements and new product introductions. These are held on the dealer level as well as internal to the company's field staff on a worldwide basis
Additional responsibilities or projects as needed to support the team and company best.