What are the responsibilities and job description for the Regional Service Support Manager - Southwest US position at Federal Signal?
Essential Job Duties and Responsibilities:
Customer Relationship Management
- 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 Elgin and Vactor Staff.
- Provides sales support with technical review of application inquiries.
Dealer Administration Management
- 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 Elgin and Vactor'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 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 Elgin and Vactor Service Cloud system as needed.
- Performs annual service evaluation at assigned dealer locations and develops corrective action plans with dealer management and Elgin and Vactor Dealer Development Team.
- Verifies dealer warranty retention system and inspects warranty parts on a routine visits or when instructed by Elgin and Vactor Management
Dealer Technical 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 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.
- Perform other duties, assignments and special projects as assigned.
Position Requirements
- College Degree in a Technician Field Preferred; Other education and experience in service, engineering, or maintenance related field may be accepted in lieu of formal education
- 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 required.
- Self-motivated with a high level of mechanical aptitude.
- Experience in the following systems diagnosis, analysis and repair: Electrical, Pneumatic, Hydraulic, Hydrostatic and structural repair.
- Knowledge of methods, techniques, parts, tools and materials used in the maintenance and repair of equipment. Including, but not limited to hydraulic, electronic, pneumatic, auxiliary engines, PTO, structural and mechanical systems.
- Extensive skill and experience using OEM scan tools (John Deere, Danfoss and Vansco), with demonstrated ability to follow diagnostics and test procedures.
- Demonstrated performance in following areas:
- Customer and dealer support
- Vehicle and equipment maintenance
- 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
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Ability to travel 75% of the time
Benefits of Employment
In addition to excellent career growth opportunities, Federal Signal Corporation offers a wide array of benefits including: annual bonus potential, insurance (life, medical, dental, vision), paid holidays, paid vacation, 401(k) with matching contributions and tuition reimbursement. We provide our employees with a smoke-free, drug-free workplace.
About Us
Sold and serviced through a network of more than 100 dealer locations worldwide, Elgin Sweeper products are the sweepers of choice for a variety of general street maintenance, special industrial and airport applications. With more than 100 years of experience, Elgin Sweeper offers municipalities, contractors and industries the most sweeper options in the country, using the latest sweeping technologies—mechanical, pure vacuum, regenerative air, alternative fuel and waterless dust control. Elgin Sweeper is a subsidiary of Federal Signal Corporation’s Environmental Solutions Group. For more information, visit www.elginsweeper.com.
Federal Signal Corporation (NYSE: FSS) builds and delivers equipment of unmatched quality that moves material, cleans infrastructure, and protects the communities where we work and live. Founded in 1901, Federal Signal is a leading global designer and manufacturer of products and total solutions that serve municipal, governmental, industrial and commercial customers. Headquartered in Downers Grove, IL, with manufacturing facilities worldwide, the Company operates two groups: Environmental Solutions and Safety and Security Systems. For more information on Federal Signal, visit: www.federalsignal.com.
The Company is an equal opportunity employer. Qualified applicants will not be discriminated against on the basis of, and will receive consideration for employment without regard to, race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, status as a protected veteran, or any other protected category, characteristic, or trait under applicable law. If you require reasonable accommodation in the application process, contact Human Resources at HR@federalsignal.com. All other applications must be submitted online.
