Regional Service Support Manager - Latin America

Federal Signal Openings•Elgin, IL

6d•$80,000 - $90,000

About The Position

Essential Job Duties and Responsibilities: Customer Relationship Management Serve as the primary regional service point of contact for the dealer network, maintaining a high level of availability to support service-related interactions with end users, including technical inquiries, operations and maintenance guidance, warranty support, parts support, technical training reinforcement, and service best practices, in coordination with internal and field support resources and under the operational direction and guidance of global and regional sales leadership. Provide strategic service support to regional dealers and key end users, including major public service providers and leading contractors, to ensure consistent, high-quality service delivery, and optimal equipment performance throughout the region. Ensure that customer service issues elevated for regional support are properly assessed, escalated, coordinated, and resolved in compliance with corporate service policies. Plan and conduct on-site visits with regional dealers and, when required, key end users, to execute defined service objectives, including service follow-up and review, technical assessment and troubleshooting, issue resolution support, training reinforcement, and validation of service readiness. Conduct regular communication and update calls with regional dealers to share factory initiatives, service updates, and best practices, reinforcing consistent service messaging and alignment throughout the region. Lead ongoing training initiatives for dealers and key end users to reinforce safe equipment operation, maintenance, service, and application best practices, and to promote effective adoption of corporate service processes and digital service tools that enhance customer experience. Capture, document, and communicate service-related field feedback and customer experience insights to internal stakeholders to support continuous improvement of products, service processes, and support strategies. Support and maintain an installed base mapping initiative to support effective service follow-up and cross-functional planning. Dealer Administration Management Undertake and lead service-related dealer qualification and onboarding activities, ensuring alignment with corporate processes, standards and guidelines. Oversee and support dealer service infrastructure and readiness to support their customer base, including parts inventory levels, appropriate access to technical documentation, and availability of required service tooling. Train, develop, and support dealers in the effective use of corporate service tools, digital platforms, warranty systems, and required service documentation, including warranty claim submittals and new machine start-up documentation, reinforcing consistent process adoption throughout the network. Review and monitor dealer compliance with warranty policies, procedures, claim submission standards, and documentation and parts retention requirements, and review rejected or returned claims with dealer management and support follow-up actions through resolution. Maintain and regularly update records of dealer service technicians and their training status to support effective regional service capability. Oversee and monitor the timely and compliant completion of service campaigns and product safety campaigns by regional dealers. Provide regular service reports summarizing findings, dealer service performance, key activities, accomplishments, follow-up actions, at frequencies and in formats determined by management. Document and share relevant service issues through the Service Cloud system. Conduct formal annual service evaluations at assigned dealer locations and develop and review service improvement action plans with dealer management. Dealer Technical Management Provide advanced technical support to dealers by assisting with troubleshooting, diagnosis, and resolution of complex or escalated service issues beyond standard dealer capability. Provide technical oversight and on-site support for pre-delivery inspection, commissioning, and early service support of new or first-of-model equipment, as well as selected strategic projects, to mitigate technical risk and enable successful dealer handover. Support dealers by validating repair approaches, reinforcing correct maintenance and repair practices, and ensuring alignment with factory technical guidance in complex or critical service situations. Deliver or support advanced, application-specific, or issue-driven technical training to dealer personnel and, when appropriate, end users, focused on complex systems, new products, or recurring technical challenges. Other Collaborate with sales, engineering, product management, and operations teams to support regional initiatives, share field insights, and align service activities with broader business objectives. Participate in trade shows (US domestic and regional), dealer meetings, and internal events, as assigned, representing the service function and supporting dealer and customer engagement efforts. Contribute to special projects, pilot programs, and continuous improvement initiatives, as assigned, supporting the evolution of service processes, tools, and regional capabilities. Perform other duties and responsibilities consistent with the role as assigned by management.

Requirements

College Degree in a Technician Field Preferred; Other education and experience in service, engineering, or maintenance related field may be accepted in lieu of formal education
Must be fully proficient in in Spanish and English (oral and written)
A minimum of five years of vehicle service experience, vehicle repair, fluid power, electronics or related technologies.
Strong interpersonal, organizational, presentation, and problem solving skills required.
Self-motivated with a high level of mechanical aptitude.
Experience in the following systems diagnosis, analysis and repair: Electrical, Pneumatic, Hydraulic, Hydrostatic and structural repair.
Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of equipment. Including, but not limited to hydraulic, electronic, pneumatic, auxiliary engines, PTO, structural and mechanical systems.
Extensive skill and experience using OEM scan tools (John Deere, Danfoss and Vansco), with demonstrated ability to follow diagnostics and test procedures.
Demonstrated performance in following areas: Customer and dealer support Vehicle and equipment maintenance Product training and education
Excellent written and oral communication skills.
Excellent customer handling skills.
Ability to operate various office equipment including but not limited to Computer, computer projector, digital camera
Ability to travel 75% of the time

Responsibilities

Customer Relationship Management Serve as the primary regional service point of contact for the dealer network, maintaining a high level of availability to support service-related interactions with end users, including technical inquiries, operations and maintenance guidance, warranty support, parts support, technical training reinforcement, and service best practices, in coordination with internal and field support resources and under the operational direction and guidance of global and regional sales leadership.
Provide strategic service support to regional dealers and key end users, including major public service providers and leading contractors, to ensure consistent, high-quality service delivery, and optimal equipment performance throughout the region.
Ensure that customer service issues elevated for regional support are properly assessed, escalated, coordinated, and resolved in compliance with corporate service policies.
Plan and conduct on-site visits with regional dealers and, when required, key end users, to execute defined service objectives, including service follow-up and review, technical assessment and troubleshooting, issue resolution support, training reinforcement, and validation of service readiness.
Conduct regular communication and update calls with regional dealers to share factory initiatives, service updates, and best practices, reinforcing consistent service messaging and alignment throughout the region.
Lead ongoing training initiatives for dealers and key end users to reinforce safe equipment operation, maintenance, service, and application best practices, and to promote effective adoption of corporate service processes and digital service tools that enhance customer experience.
Capture, document, and communicate service-related field feedback and customer experience insights to internal stakeholders to support continuous improvement of products, service processes, and support strategies.
Support and maintain an installed base mapping initiative to support effective service follow-up and cross-functional planning.
Dealer Administration Management Undertake and lead service-related dealer qualification and onboarding activities, ensuring alignment with corporate processes, standards and guidelines.
Oversee and support dealer service infrastructure and readiness to support their customer base, including parts inventory levels, appropriate access to technical documentation, and availability of required service tooling.
Train, develop, and support dealers in the effective use of corporate service tools, digital platforms, warranty systems, and required service documentation, including warranty claim submittals and new machine start-up documentation, reinforcing consistent process adoption throughout the network.
Review and monitor dealer compliance with warranty policies, procedures, claim submission standards, and documentation and parts retention requirements, and review rejected or returned claims with dealer management and support follow-up actions through resolution.
Maintain and regularly update records of dealer service technicians and their training status to support effective regional service capability.
Oversee and monitor the timely and compliant completion of service campaigns and product safety campaigns by regional dealers.
Provide regular service reports summarizing findings, dealer service performance, key activities, accomplishments, follow-up actions, at frequencies and in formats determined by management.
Document and share relevant service issues through the Service Cloud system.
Conduct formal annual service evaluations at assigned dealer locations and develop and review service improvement action plans with dealer management.
Dealer Technical Management Provide advanced technical support to dealers by assisting with troubleshooting, diagnosis, and resolution of complex or escalated service issues beyond standard dealer capability.
Provide technical oversight and on-site support for pre-delivery inspection, commissioning, and early service support of new or first-of-model equipment, as well as selected strategic projects, to mitigate technical risk and enable successful dealer handover.
Support dealers by validating repair approaches, reinforcing correct maintenance and repair practices, and ensuring alignment with factory technical guidance in complex or critical service situations.
Deliver or support advanced, application-specific, or issue-driven technical training to dealer personnel and, when appropriate, end users, focused on complex systems, new products, or recurring technical challenges.
Other Collaborate with sales, engineering, product management, and operations teams to support regional initiatives, share field insights, and align service activities with broader business objectives.
Participate in trade shows (US domestic and regional), dealer meetings, and internal events, as assigned, representing the service function and supporting dealer and customer engagement efforts.
Contribute to special projects, pilot programs, and continuous improvement initiatives, as assigned, supporting the evolution of service processes, tools, and regional capabilities.
Perform other duties and responsibilities consistent with the role as assigned by management.