Field Service Manager – Northeast US & Eastern Canada Apply for this Career

Job Code Field Service Manager
Operation Location Northeast US & Eastern Canada
Primary Function

The Field Service Manager will report to the Product Support Manager and be primarily responsible for working with KIOTI’s dealer network within an assigned North American territory or territories. The FSM will provide technical product expertise and resolve outstanding customer service issues between dealers & customers. The FSM will aid dealers with developing best practices for aftersales processes through training, coaching, and professional mentoring.

Duties and Responsibilities

In support of the Product Support and Product Development departments, this position is also responsible for onsite technical support for KIOTI tractors and products. The FSM will represent KIOTI to the dealer and consumer and provide feedback to KIOTI regarding issues pertaining to customer demand, end user applications, and opportunities for product changes or development. Individuals must also have the ability to interpret blueprints, symbols, and schematics. Experience with lawn, agricultural, and industrial equipment operation and/or maintenance is desired to assist in troubleshooting the following:

• Diesel and gasoline engines • Transmissions
• Hydraulics • Electrical systems
• Air conditioning • Quality control

The FSM will guide existing and new dealers with all areas of dealer management in compliance with KIOTI practices. This position will coach and provide feedback to dealers through new dealer training while identifying areas for improvement and future growth. During dealer visits, the FSM is to oversee dealer process implementation and management by training dealers and working with dealers on the following:

• New Dealer Training • Customer Issue Resolution
• Product Training • Warranty/Parts Assistance
• Dealer Service Audit
• Dealer Events
• Product Campaign • Quality control Audits
• Trade shows/Open House

Individuals need to have the ability to troubleshoot the above systems on the phone and through on-site visits when necessary and display sound judgment and proper assessment in a professional and confidential manner when working with and resolving dealer issues.

In addition, this role will communicate regularly with the Product Support team, Regional Sales Managers, and Territory Managers to determine dealer routes and priority of dealer visits. This position will also make dealer visits in conjunctions with or on behalf of Territory Managers in time of need. Through this, FSMs are expected to build strong relationships with dealer personnel, as well as, the Sales and Product Support departments.

FSMs will also participate in dealer events by attending trade shows and open houses. This position is expected to attend and assist in regional service training at the KIOTI home office in Wendell, NC.

• Manage dealer accounts and process implementation by training and assisting new and existing dealers with dealer training on new dealer protocols, product assembly, warranty processes, parts look-up, product training, and various other software systems through on-site visits
• Ability to work closely with dealership personnel to train on KIOTI products, resolve technical issues, and promote KIOTI customer service
• To assist dealers with questions regarding dealer protocol and processes and resolve customer service issues onsite, via phone, and via email
• To maintain steady relationships with dealers by providing excellent customer service and support to dealers in a timely manner
• Ability to understand and troubleshoot verbal and written communication of technical information on diesel, gasoline, hydraulic, and electrical systems if hands on assistance is required
• To work and communicate with Product Support and Product Development teams to provide information regarding protocol, training methods, quality, service, or technical issues through verbal and written documentation in a professional and positive manner
• Submit monthly expense reports
• To represent the KIOTI brand while at dealerships, trade shows, open houses, or other dealer events and promote KIOTI products

Educational and or Experience Requirements

• High school diploma or equivalent
• 4+ years of related mechanical and product engineering experience
• Up to 90% travel and availability to leave on short notice
• Must be fluent in English; a French-speaking capability is strongly preferred for open positions in Canada
• Strong communication, problem-solving, customer service, analytical, teamwork, project management, and hands-on skills
• Mechanical aptitude and awareness of product engineering standards
• Knowledge and experience with the following computer applications: Microsoft Word, Excel, and Outlook
• Knowledge with CRM Microsoft Dynamics, Warranty Smart, and other applications are a plus