Regional Service Support Manager

Jetstream of Houston•Elgin, IL

18h•$85,000 - $95,000

About The Position

The Regional Service Support Manager works in conjunction with other field staff to visit end-user customers and provide feedback to factories and dealers to improve service quality and customer satisfaction. This role involves conducting quarterly update calls with dealers, resolving customer issues related to product failure, and conducting training seminars. The manager also participates in team calls with internal staff and provides sales support with technical reviews. Additionally, the role focuses on dealer administration, including ensuring technical information libraries are up-to-date, training dealers on service tools and warranty procedures, maintaining technician training records, and reviewing dealer compliance with warranty policies. The manager also oversees service campaigns, reviews rejected claims, reports findings to management, documents service problems, performs annual service evaluations, and verifies dealer warranty retention systems.

Requirements

Works in conjunction with other field staff to visit end user customers
Provide feedback to factories and dealers
Improve the quality of service and improve overall customer satisfaction
Conducts quarterly update calls with dealers
Utilizes established policy assistance to help resolve customer problems
Conducts training seminars at end customer locations
Participating in regularly scheduled team calls with other internal Federal Signal Staff
Provides sales support with technical review of application inquiries
Inspects and assures that dealers’ technical information library is up to date
Train dealers on where to find needed technical information
Train, develop and assist assigned dealers to become proficient in the use of all ESG’s service tools, systems, warranty claim submittal and on how to fill out required new machine start up documents
Maintain a database of dealership service technicians and document the level of training received
Reviews dealer compliance with ESG warranty policies, procedures and claim submission standards
Assures dealers complete service campaigns and product safety campaigns in a timely fashion
Reviews and explains returned and rejected claims with dealer management
Provides regular reports to management identifying findings during visits, accomplishments and needed follow up
Documents service problems in the ESG Service Cloud system
Performs annual service evaluation at assigned dealer locations
Develops corrective action plans with dealer management and ESG Dealer Development Team
Verifies dealer warranty retention system
Inspects warranty parts on a routine visits or when instructed by ESG Management
Provides technical maintenance/repair training to dealership personal and end user customers
Assists dealer technicians in troubleshooting and repairing Elgin Sweeper, Vactor and Truvac products
Assists in the repair of/performs repairs to direct channel equipment if dealers, FS Solutions Service Centers or a Vactor Quick Repair Technician are not available
Supervises dealer technicians to effectively repair products and solve problems
Performs other duties, assignments and special projects as assigned

Responsibilities

Works in conjunction with other field staff to visit end user customers and provide feedback to factories and dealers in an effort to improve the quality of service and improve overall customer satisfaction.
Conducts quarterly update calls with dealers in assigned region to give updates on factory initiatives.
Utilizes established policy assistance to help resolve customer problems with perceived premature product failure in order to help achieve positive customer relations.
Conducts training seminars at end customer locations to help users understand the safe and proper operation of Elgin and Vactor products.
Responsible for participating in regularly scheduled team calls with other internal Federal Signal Staff.
Provides sales support with technical review of application inquiries.
Inspects and assures that dealers’ technical information library is up to date and train dealers on where to find needed technical information during routinely scheduled visits.
Train, develop and assist assigned dealers to become proficient in the use of all ESG’s service tools, systems, warranty claim submittal and on how to fill out required new machine start up documents during routinely schedule visits.
Maintain a database of dealership service technicians and document the level of training received.
Reviews dealer compliance with ESG warranty policies, procedures and claim submission standards during routinely scheduled visits.
Assures dealers complete service campaigns and product safety campaigns in a timely fashion.
Reviews and explains returned and rejected claims with dealer management.
Provides regular reports to management identifying findings during visits, accomplishments and needed follow up.
Documents service problems in the ESG Service Cloud system as needed.
Performs annual service evaluation at assigned dealer locations and develops corrective action plans with dealer management and ESG Dealer Development Team.
Verifies dealer warranty retention system and inspects warranty parts on a routine visits or when instructed by ESG Management.
Provides technical maintenance/repair training to dealership personal and end user customers as needed.
Assists dealer technicians in troubleshooting and repairing Elgin Sweeper, Vactor and Truvac products.
Assists in the repair of/performs repairs to direct channel equipment if dealers, FS Solutions Service Centers or a Vactor Quick Repair Technician are not available.
Supervises dealer technicians to effectively repair products and solve problems.
Performs other duties, assignments and special projects as assigned.