Regional Service Support Manager

Federal Signal Openings•Elgin, IL

1d•Hybrid

About The Position

This role involves managing customer relationships and providing technical support for Elgin and Vactor products. The manager will work with field staff, dealers, and end-users to improve service quality and customer satisfaction. Key responsibilities include conducting training seminars, providing sales support, managing dealer administration, and ensuring compliance with warranty policies. The position also requires providing technical maintenance and repair training, assisting with repairs, and supervising dealer technicians.

Requirements

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.
Self-motivated with a high level of mechanical aptitude.
Experience in diagnosis, analysis, and repair of Electrical, Pneumatic, Hydraulic, Hydrostatic, and structural systems.
Knowledge of methods, techniques, parts, tools, and materials used in the maintenance and repair of equipment, including hydraulic, electronic, pneumatic, auxiliary engines, PTO, structural, and mechanical systems.
Extensive skill and experience using OEM scan tools (John Deere, Danfoss, and Vanasco), with demonstrated ability to follow diagnostics and test procedures.
Demonstrated performance in customer and dealer support, vehicle and equipment maintenance, and 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 up to 75% of the time.

Nice To Haves

College Degree in a Technician Field Preferred or other education and experience in service, engineering, or maintenance related field may be accepted in lieu of formal education.

Responsibilities

Visit end-user customers in conjunction with other field staff to provide feedback to factories and dealers, aiming to improve service quality and customer satisfaction.
Conduct quarterly update calls with dealers in the assigned region to provide updates on factory initiatives.
Utilize established policy assistance to resolve customer problems with perceived premature product failure to achieve positive customer relations.
Conduct training seminars at end-customer locations to educate users on the safe and proper operation of Elgin and Vactor products.
Participate in regularly scheduled team calls with other internal Federal Signal Staff.
Provide sales support with technical review of application inquiries.
Inspect and ensure dealers' technical information libraries are up-to-date and train dealers on locating needed technical information during scheduled visits.
Train, develop, and assist assigned dealers to become proficient in using ESG's service tools, systems, warranty claim submittal, and completing required new machine start-up documents.
Maintain a database of dealership service technicians and document the level of training received.
Review dealer compliance with ESG warranty policies, procedures, and claim submission standards during scheduled visits.
Ensure dealers complete service campaigns and product safety campaigns in a timely fashion.
Review and explain returned and rejected claims with dealer management.
Provide regular reports to management detailing findings from visits, accomplishments, and needed follow-up.
Document service problems in the ESG Service Cloud system as needed.
Perform annual service evaluations at assigned dealer locations and develop corrective action plans with dealer management and the ESG Dealer Development Team.
Verify dealer warranty retention systems and inspect warranty parts during routine visits or when instructed by ESG Management.
Provide technical maintenance/repair training to dealership personnel and end-user customers as needed.
Assist dealer technicians in troubleshooting and repairing Elgin Sweeper, Vactor, and Truvac products.
Assist in the repair of/perform repairs to direct channel equipment if dealers, FS Solutions Service Centers, or a Vactor Quick Repair Technician are not available.
Supervise dealer technicians to effectively repair products and solve problems.
Perform other duties, assignments, and special projects as assigned.