Field Service Manager

GENERAL STATEMENT OF DUTIES AND RESPONSIBILITIES: The Field Service Manager is responsible for collaborating with management to create and enforce service and warranty practices for distributors, installers, and reseller partners. The Field Service Manager supports internal and external customers by troubleshooting product issues, diagnosing technical issues out in the field, and coaching, counseling, and training external service personnel. The Field Service Manager is responsible for developing Mohawk’s Service Training Programs, which includes identifying, developing, training, and supporting installation and service groups, and providing technical sales, installation, and service/training support both in-person and remotely.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage and troubleshoot customer and/or distributor product issues via phone, video calls, email, and/or in person taking responsibility from diagnostic through resolution.
• Master Mohawk’s product installation, operation manuals and procedures, as well as warranty and installation administrative processes and policies.
• Responsible for certification training of Distributors, Installers, and Service Groups: Collaborate in delivering comprehensive training programs for new and existing distributors, installers, and service teams on product installation, operation, and maintenance.
• Manage Mohawk’s service network, overseeing the performance of installers and address coverage gaps within the service network by identifying and recruiting new resellers and service groups to expand coverage.
• Promptly and accurately maintain Mohawk’s service ticket system, documenting and following up on all customer/distributor inquiries, service recommendations, and final resolutions.
• Make recommendations to Mohawk's management team based on technical concerns and input from the field.
• Available for after-hours support on emergency service calls routed from the answering service or directly from distributors and/or sales department.
• Perform on-site lift and service evaluations in collaboration with Mohawk's service network of field technicians, as required.
• Assist sales team by providing technical and field support, including, but not limited to site visits to secure new business.
• Special projects and other duties may be assigned as deemed necessary by management.

QUALIFICATIONS, KNOWLEDGE, and SKILLS:

• Must be mechanically and electronically inclined, and possess the ability to learn hydraulic, pneumatic, and electrical systems used on Mohawk’s lifts.
• Must be detail oriented and highly organized.
• Possess exceptional verbal and written communication skills.
• Must interact professionally with people both in person and on the telephone.
• Must be diplomatic and be able to handle tough customer situations.
• Must be driven and goal oriented, and willing to take on new challenges and see them through.
• Demonstrated ability to work cooperatively with management, co-workers, vendors, and distributors.
• Ability to obtain proficient working knowledge of Mohawk’s products and services.
• Able to work with minimum supervision.
• Demonstrated ability to handle multiple projects simultaneously.
• Must be able to read, write, and speak English language and be understood.
• Proficient in Microsoft (Excel, Word, and Outlook) and other software applications (preferred MRP experience, UPS and FedEx software).
• Desired: Experience working with hydraulic systems and components or other related industrial products.
• Desired: Complex product assembly or product fabrication experience.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Required: High School diploma and five (5) years in a full-time service-related role.
• Desired: Bachelor’s degree in engineering, technology, or related field with a minimum of five (5) years in a full-time service-related role.

CERTIFICATES, LICENCES, REGISTRATIONS:

• NYS driver’s license
• ALI Factory Designated Trainer
• Forklift Certification

SUPERVISORY RESPONSIBILITIES: None

PHYSICAL DEMANDS: Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met. Physical activity includes walking, standing, sitting, pushing, pulling, climbing, kneeling, bending, reaching above shoulders, and lifting up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: Performs this role in both the office and factory on a daily basis with required travel up to 40% of the time. Office activities are performed in a well-lighted and well-ventilated area. Factory activities may be subject to changes in temperature and exposure to dust, above normal noise levels, and electrical equipment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER:

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, domestic violence victim status, protected veteran status, disability, or genetic information. Mohawk Lifts LLC takes affirmative action in support of its policy to employ and advance in employment individuals who are protected veterans and individuals with disabilities.