Regional Product Support Manager

Terex Corporation

1d•$74,000 - $111,000•Remote

About The Position

Join our team at Terex and embark on an exciting opportunity as we seek a skilled and dedicated Regional Product Support Manager to contribute to the Terex team. At Terex we believe in fostering a vibrant and inclusive work culture where every person is empowered to thrive. We're dedicated to driving quality, innovation, embracing diversity, and creating an environment where everyone feels valued and respected. We're committed to excellence in everything we do, and we're seeking talented individuals who share our passion and values to join our team. This position located in the South Texas area and will be reporting to the Product Support Manager. The Regional Product Support Manager (RPSM) will be the first point of contact technical resource for large key customers in the specified region. They will be the intermediary between these customers and the factory and/or service entities for all issues with either new deliveries of equipment or its ongoing maintenance and use. They will have a broad focus that ranges from new truck in-services to participating in new truck build meetings, to training and occasional hands-on support to resolve issues with the trucks, as well as regular customer visits and/or calls to ensure ongoing overall customer satisfaction.

Requirements

Minimum a high school diploma or equivalent
Ten years’ experience working with heavy machinery equipment as a technician or in a direct maintenance management role – deep technical equipment knowledge is required
Ten years’ experience working directly with Terex Utilities equipment
Experience with Salesforce and Oracle case management CRM
Experience in customer facing roles is highly desired
Experience with customer training for Utilities equipment
Project management experience is a plus
Must be computer literate with basic proficiency in Microsoft Excel, Word, and PowerPoint
Fluid Power Society (FPS) and National Commission Certification of Crane Operators (NCCCO) certification or ability to gain certification

Responsibilities

Develop, deploy, and manage comprehensive service and support
Respond directly and immediately to technical inquiries regarding the equipment
Perform Root Cause Corrective Action (RCCA) follow up for key issues
Monitor and manage all open NPIR/Service cases for the customer
Perform operator and technician training to assigned customers
Facilitate and/or participate in, as needed, regular cadence calls for issue resolution
Create and maintain customer issue action lists
Monitor outstanding and/or upcoming service work needed – both branch and field service to ensure agreed service levels are met or exceeded
Monitor customer rental activities and coordinate rental options as needed
Participate in, as needed, new truck build kick-off meetings and pre-paint inspections
Help with parts on long lead time delivery and support the Branch locations in your area.
And other duties as required