Maximal Aftermarket Manager - Frimley, United Kingdom - Hyster-Yale Materials Handling Inc

    Hyster-Yale Materials Handling Inc
    Hyster-Yale Materials Handling Inc Frimley, United Kingdom

    Found in: Talent DE C2 - 1 week ago

    Default job background
    Full time
    Description

    Job Title

    Maximal Aftermarket Manager - Parts and Service, Europe

    Job Description

    Primary Purpose

  • Responsible for field service technical support for MAXIMAL product involving interface with the dealer network and customers for increased product sales, parts sales and customer satisfaction in Europe.
  • Support repeat sales and customer retention by providing strong technical support translating into increased customer satisfaction. Involved in existing and new customer sales initiatives giving close support to ensure attainment of brand market share and margin objectives.
  • Facilitate successful problem resolution through collaboration among dealers/customers and other stakeholders inside/outside the MAXIMAL organization.
  • To provide dealers with guidance on MAXIMAL internal processes related to service, parts and warranty.
  • Responsible for implementing initiatives to support sales growth of MAXIMAL spare parts in Europe.
  • To develop and implement technical training and certification programs across the region.

    • Key Accountabilities

  • Actively participate in field problem solving situations as it relates to product performance and customer acceptance. Drive field problem identification and resolution utilizing engineering and manufacturing resources to effectively bring timely closure.
  • Support new product readiness and successful installations
  • Evaluate reliability of product as it is shipped from manufacturing source.
  • Support general sales effort as it relates to new truck sales by conducting product service introductions and customers visits to assure their satisfaction with MAXIMAL products.
  • Effectively communicate requirements for product corrections, modifications & improvements, to Service Management, Resident Service, Product Engineering and Manufacturing.
  • Support Product Development Centers, Crack the Code, Zero Defects and Tuff Customer Initiatives
  • Support service technician technical and operator training on MAXIMAL products through the dealer network.
  • Promote MAXIMAL supporting systems and processes for issue resolution (parts, service, warranty).
  • Administer warranty policy adjustments within assigned guidelines, to be fair to the customer and represent MAXIMAL cost participation professionally.
  • Manage personal time, territory, and travel expenses.
  • Support Rapid deployment for critical issues
  • To update Recommended Spare Parts Lists based on dealer and market needs of all MAXIMAL branded products (factory made or OEM).
  • To assist in translation of technical literature such as parts manuals, service manuals and operator manuals.
  • To create and implement initiatives aimed to drive sales growth of parts and accessories in the region, both through end-customers and through the dealer network.

    • Knowledge Required

  • 4 yr. BS Degree in industry related area preferred.
  • Non degreed candidate: 15 + years of Technical /Customer Service experience in the material handling or mobile equipment industry
  • Degreed candidate: 10 + years of Technical /Customer Service experience in material handling or mobile equipment industry
  • 3+ years in a Management / Leadership role preferred.
  • Ability to effectively communicate in English (high proficiency: verbal and writing).
  • Industry knowledge and prior experience working on lift trucks or related products.
  • Knowledge of electrical, Li-On battery technology, BMS Battery Management Systems, hydraulics, engine, transmission, control systems and product design principles.
  • Background in problem definition and root cause analysis.
  • Facilitation and negotiation skills. Strong communication literacy: oral and written.
  • Understanding of technical manuals and parts manuals. Interpretation of error codes and identification of correct spare parts required for troubleshooting.
  • Capable to create and implement technical training programs at the dealer level.

    • Job ID

    JC1271

    Employment Type

    Full time

    Employment Status

    Permanent

    Work Hours

    39

    Travel Required

    Location

    HYG EMEA UK Frimley

    Address

    Centennial House

    Zip Code

    GU16 7SG

    Field-Based

    No

    Relocation Assistance Available

    No