Product Support Manager

Job content

Our client is a top player in the field of forklifts.

The Product Support Manager will be responsible for ensuring product support for our client Forklift products (Internal combustion & Electrical Forklifts).

This role is responsible for technical product support to Internal (Field Staff, Business Unit, Technical Literature Group, Parts Operation) and External requirements (Dealer Service Operations).

Document retention responsibilities include all system-related materials including case data and knowledge articles.

Role & Responsibility

Service Communication:

• Identifies technical problems and discusses them with the global service team.
• Retain documents and create case data and Knowledge articles.
• Provide technical material content related to troubleshooting/issue resolution
• Provide status updates to field staff on technical issues
• Review and update knowledge-based articles and troubleshooting trees.
• Train new troubleshooters on processes and procedures, ensuring a consistently high standard is maintained.

Technical support in New Product Development projects:

• Make sure the aftermarket (service, warranty, parts & technical publications) support is ready for the new/improved product launch
• Collaborate with product management to create a strong product

Field Modification programs:

• Preparation of field modification programs to provide customer safety and satisfaction

Identification and correction of technical product problems:

• Identify technical issues from the field feedback/warranty, take necessary steps to isolate the root cause, and provide a technical solution (drive containment plan/corrective action)

Field Service Visits:

• High-priority technical issue investigation and troubleshooting
• Voice of Customer collection

Field Staff Training:

• Create and perform field staff (Service Manager) training (min 1 time/year) on annual product changes and new technology

Job Requirement

• Education & Qualification: Engineering - Masters Degree / Allow Equivalent
• Quality engineering and/or process engineering experience: 5>7 years
• 5 to 10 years similar position for manufacturer or large equipment sales company
• Technical problem-solving experience
• Global Breadth: Multi-Site (> One Location)
• Travel Standard: 10 - 24 %

Job-related skills:

• Language: English. Other languages are an asset.
• Extensive technical experience
• Developing/reviewing technical documents for engineering use
• Cross-functional work experience (quality, manufacturing, maintenance, service)
• Strong computer and IT skills (MS Office, Salesforce, system integrations)
• Mechanical, hydraulic, and electrical systems.
• Ability to read schematics and parts technical drawings.

General skills:

• Good communication skills, verbal and written
• Strong attention to detail
• Excellent written and oral communication skills
• Strong demonstrated influencing skills.
• Strong process orientation to develop solutions to complex problems.

Experience Description:

• Minimum of demonstrating process-orientated skills.
• 10 Years of experience in similar industry product support.
• Experience in dealing with multi-location teams
• Flexibility to travel across Europe.
• SAFE Agile methodology