Regional Product Support Manager

Rolls-Royce • Mankato, MN

5d

About The Position

Pioneer the next generation of innovation. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance. Key Accountabilities: Manage assigned service area and account responsibilities from a total after sales support/penetration perspective by developing and maintaining a close working relationship with local OEMs, direct accounts, distributor and dealer representatives Identify business opportunities for MTU after sales products (including remanufactured products, digital solutions and connectivity) and submit to Service Sales. Provide guidance and support for customers in prospecting for new parts, remanufactured parts and engines, Connectivity products and genuine MTU consumable product business. Contact OEM's, distributors, dealers, direct customers, system integrators and end-users on a regular basis to discuss service support, Oversee and investigate policy matters in the field using the Product Support Policy Manual and a fair and equitable perspective thereby creating customer goodwill and future sales Oversee and perform field inspections of failed parts to identify primary cause of failure and reduce future incidents through reporting using the available tools i.e. FiRe, C4S, FFR’s... Assist in checking component parts to assure conformance or non-conformance with specifications. Report on field inspections Work together with distributors and dealers to quickly address customer complaints when they occur to avoid/reduce costs required to settle errant complaints Work with distributors in AOR to ensure that they are providing Fast Feedback Reports, Customer Care Center tickets and technical feedback on requested products and failures Identify and resolve customer concerns and complaints in a timely and satisfactory manner Keep management advised of sales trends, workload, projects, and major product concerns. Monitor, implement and evaluate MTU's procedures, policies and agreements to increase customer awareness and compliance Ensure that parts inventory levels are enough to provide quality service support to MTU customers and report any concerns to management. Prepare and present professional sales & service presentations to customers, management and staff Maintain knowledge of MTU products, applications, after sales systems, procedures and policies Promote distributor and dealer training with regards to systems, products, programs and promotions to enhance MTU’s position with local service providers. Ensure service modifications and campaigns are being properly assigned and completed by the distributor. Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct. Perform special projects as required.

Requirements

• Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• Bachelor’s degree in Engineering or Business Management and 5 years of applicable experience in service support within after-sales; or 9 years of experience in service support experience within after sales
• Ability and willingness to travel (50-70%) - domestic and international

Nice To Haves

• Strong knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Proficient with PC and MS Office Suite
• Knowledge of MTU organization (products, policies & procedures)
• Knowledge of SAP operating system
• Excellent oral and written communication skills
• Excellent ability to be a self-starter and work for extended periods without supervision
• Excellent problem-solving skills and ability to make decision on their own
• Excellent organizational, planning and follow up skills
• Excellent interpersonal skills and the ability to work effectively with others
• Strong analytical ability to handle very complex issues
• Strong leadership/negotiation skills
• Strong knowledge of power generation system, heavy duty diesel/gas engines or comparable gen set systems products and policies

Responsibilities

• Manage assigned service area and account responsibilities from a total after sales support/penetration perspective by developing and maintaining a close working relationship with local OEMs, direct accounts, distributor and dealer representatives
• Identify business opportunities for MTU after sales products (including remanufactured products, digital solutions and connectivity) and submit to Service Sales.
• Provide guidance and support for customers in prospecting for new parts, remanufactured parts and engines, Connectivity products and genuine MTU consumable product business.
• Contact OEM's, distributors, dealers, direct customers, system integrators and end-users on a regular basis to discuss service support
• Oversee and investigate policy matters in the field using the Product Support Policy Manual and a fair and equitable perspective thereby creating customer goodwill and future sales
• Oversee and perform field inspections of failed parts to identify primary cause of failure and reduce future incidents through reporting using the available tools i.e. FiRe, C4S, FFR’s...
• Assist in checking component parts to assure conformance or non-conformance with specifications.
• Report on field inspections
• Work together with distributors and dealers to quickly address customer complaints when they occur to avoid/reduce costs required to settle errant complaints
• Work with distributors in AOR to ensure that they are providing Fast Feedback Reports, Customer Care Center tickets and technical feedback on requested products and failures
• Identify and resolve customer concerns and complaints in a timely and satisfactory manner
• Keep management advised of sales trends, workload, projects, and major product concerns.
• Monitor, implement and evaluate MTU's procedures, policies and agreements to increase customer awareness and compliance
• Ensure that parts inventory levels are enough to provide quality service support to MTU customers and report any concerns to management.
• Prepare and present professional sales & service presentations to customers, management and staff
• Maintain knowledge of MTU products, applications, after sales systems, procedures and policies
• Promote distributor and dealer training with regards to systems, products, programs and promotions to enhance MTU’s position with local service providers.
• Ensure service modifications and campaigns are being properly assigned and completed by the distributor.
• Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct.
• Perform special projects as required.

Benefits

• Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan.
• Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan.
• The options available to an employee may vary depending on eligibility factors such as date of hire, and employment type.

What This Job Offers

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