Territory Service Manager - Yanmar America : Job Details

Position Summary: This position will be responsible for providing a world class customer experience throughout the daily activities and customer interactions while representing YANMAR in the highest professional manner possible. Responsible for providing all retail end user customers with field technical/service support, diagnosing, troubleshooting and repair assistance in the areas of service, parts purchasing, customer relations/satisfaction and product performance. Position will be responsible for product delivery to customer location and providing a complete, in-depth product demonstration to customer for YANMAR Industrial Engines, Agriculture Equipment, and UTV products. This position is responsible for providing onsite diagnosis, troubleshooting and repair to end user retail customers and service dealers. Continuously evaluating and improving the quality of YANMAR's service network and serving as a field-based technical subject matter expert on YANMAR products. Responsible for documenting customer visits and reporting results through CRM system or other report formats. Works collaboratively with other members of the Service Department to provide world-class customer support. Responsible for YANMARs end user's customer satisfaction in area of responsibility. Job Functions: Product Delivery

• Responsible for conducting and completing PDI on product to ensure the presentability for end user satisfaction.
• Complete end user delivery and service requests in a time efficient manner.
• Product introduction to customers in an exceptional fashion while providing a world class delivery experience.
• Perform customer product registration and delivery records in CRM system.
• Perform product operational and maintenance demonstration during product delivery using provided electronic devices.

Customer Technical Support

• Respond quickly to end user retail customers by providing expertise and guidance in investigating, diagnosing, and resolving service-related product malfunctions and issues.
• Provide field technical support to answer technical/user questions and to assist in resolving customer issues correctly and efficiently.
• Assist YANMAR Quality Assurance Department by conducting additional evaluations and system performance tests in the field and providing confirmation of operating conditions as an input to failure analysis and warranty claim determination.
• Review the status of all Product Improvement Programs (PIP's)and develop an action plan for PIP fulfillment.

Service Support Development

• Objectively evaluate service network customer support capabilities and performance, identifying development areas, and working collaboratively with network to create a Service Development Plan to upgrade their service of YANMAR equipment and providing ultimate customer satisfaction in a timely manner.
• Develop, communicate, and execute a plan for developing and improving the effectiveness of the YANMAR Service & Parts network in the assigned area of responsibility.
• Ensures that new and existing service network providers meet existing requirements for service tools, parts, and training.

Administration

• Document customer visits by providing visit details, issues and identifying action items/tasks to resolve issues. Maintain accurate customer contact information for customer's parts and service departments in the CRM system.
• Submit expense reports, and update travel itineraries on a timely basis (weekly).

Competencies:

• Technical Knowledge and Skills
• Manages Self
• Communication
• Quality

Critical Interfaces

• All levels of employees at YA, end user customers, dealers, and outside service providers.

Knowledge, Skills, and Abilities:

• Knowledge of retail Agriculture equipment and/or Industrial engine service trade practices and activities via direct experience or extensive dealer/retail customer interaction.
• Mechanical knowledge; familiarity with equipment, repair, maintenance, electronic and hydraulic controls. Knowledge of off-road equipment is a plus.
• Knowledge of troubleshooting and repair of diesel products, including, but not limited to experience with: YANMAR Diesel Engines, Tier 3 & 4 emissions level equipment, portable diagnostic tools (Volt Ohms Meter, CAN bus/OBD II interface equipment, or any other type of related diagnostic tools) is a plus.
• Collaborative working style with strong ability to proactively establish and maintain working relationships with all support departments and multi-cultural teams.
• Ability to professionally present information utilizing strong oral and written communication skills to the customer.
• Functional experience with Microsoft Office programs (Outlook, Excel, Word, PowerPoint), as well as Salesforce or another CRM system experience a plus.
• Possesses:
  • Professional and positive attitude.
  • Exceptional time management skills and ability to prioritize tasks and complete in a timely manner.
  • Proven organizational and planning skills. Must be a self-starter with great initiative.
  • Multi-tasked, analytical approach to problem-solving with strong attention to detail.
• Submits required documentation on timely basis & meet deadlines.
• Excels within the guidelines of both corporate and departmental policies.
• Interacts professionally with customers, co-workers, and suppliers in stressful and busy situations.
• Must be able to apply the guiding principles of YANMAR to their everyday work activities where applicable, and always put safety first.
• Ability to work 8+ hours per day in a field/shop setting. Must be able to navigate all areas of the building and facility as needed. May occasionally lift and move up to 20 pounds in a field, customer, or similar setting. Must be aware of surroundings.
• Regular and reliable attendance is required.
• Ability to travel an Average of 75% domestically and manage travel expenses in a cost-efficient manner

Job Qualifications

• Associates degree or 2-year technical certification/degree; or equivalent combination of education and experience.
• Minimum of 2 years of hands-on experience in a technical / diagnostic role for a manufacturer, dealer or service shop supporting Agricultural, Construction, Marine, Heavy-duty, or Automotive equipment.
• Face-to-face experience in a customer service role preferred.
• This position is fulltime and located in Gainsville, TX.
• Must demonstrate ability to operate truck safely and efficiently with attached trailer.
• Valid driver's license with clean MVR (Motor vehicle record).

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This job description also does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of job change.