Service manager (road-building machinery)

International Production Company invites to Service manager (road-building machinery)

Area of responsibility: Russia and CIS

Tasks: The Service Manager’s role is to conduct technical training for distributors in a professional manner, focusing on major technical issues and assist distributors and their partners in identifying and troubleshooting equipment required by customers. Also decides on warranty claims of each distributor and report regular service reports on distributor service activities and information on outstanding issues to General manager.

Key Responsibilities:

• As a representative of Company Service, dealer development according to the Company Global Service Standard Guide and assessment/coaching dealers to become Company standard dealer.
• Technical support and advice for dealer’s top-quality service, training technical management team capacity to deliver services to end - customer.
• Customer care with dealers to maintain key customer retention, secure the part and service revenue, and increased market share.

Responsibilities:

Technical Support:

• Provide technical support and solutions for technical problems to dealers in timely manner.
• Maximize the team effort by being available to assist in any situation requiring technical support or feedback to make a fair and equitable decision involving dealerships and or end-users: Identifies problems, investigates causes and establishes priorities for resolution; Defines problem in terms of observed symptoms, defines applications and conditions encountered, identifies root cause, identifies tests that need to be completed, data to be obtained and analyzed for course of action, works with dealers to identify information needed; Develops plans for fixing problem including validation, and publishes corrective action; Monitors result after change.
• Provide the explanation of service programs or systems in detail to dealers.
• Enforce completion of rework campaign in the assigned region.

Remote Support:

• Responsible for monitoring the overall performance of products in Russia to reduce warranty costs and to meet the needs of customers.
• Response to all inquiries including technical or general matters received from service systems.
• Monitor fault codes on the machines, deliver the Trouble Shooting Guide, and manage the response time of dealers.
• Define the causes of problems from inspection data by remote systems and provide the solution.

Training:

• Development dealers to have independent customer training capabilities covering old and new equipment.
• Train dealer staffs in proper service and maintenance of all heavy equipment products.
• Offer technical trainings to service manager or technician of dealers required for accurate technical support to its customers.

Competencies:

Technical & Non-Technical Competencies:

• Excellent written and verbal communication skills, including strong proof-reading skills
• Proficiency in English
• High level of written accuracy in all aspects of your work
• High level of computer literacy; proficient in the use of MS Office, Word, PowerPoint and Excel
• Knowledge of current best practices in business operations management.
• Ability to work with minimum supervision often alone and prioritize tasks appropriately
• Ability to relate to people at all levels effectively.
• Able to travel frequently to various regions in Russia (more 40% in month)

Qualifications:

• Bachelor's degree in Mechanical Engineering or Machinery related fields (automotive)
• Experience of aftermarket support (service and parts) in road-building machinery (crawler excavators, wheel excavators, wheel loaders, articulated dump trucks) - mandatory requirement
• Managerial level work experience in the industry corresponding to the Company's profile for at least 5 years (Construction Equipment Industry are preferred)
• Technical (service) background related with machinery
• Detailed technical knowledge of the modern vehicles, diesel and petrol engines, hydraulic and mechanical systems, electric and electronic circuits
• Experience with an international company or an accounting firm will be an added advantage

Conditions: Salary + annual bonus (up to 30%), social package