Maschio Gaspardo Spa, a leading company in Italy and internationally in the design and production of agricultural equipment, is looking for a candidate to join as a Service Manager (M/F) at our subsidiary located in Dewitt, Iowa (US).
Key Responsibilities:
- Champion the resolution of customer & dealer technical issues by providing high-quality solutions in a timely manner
- Provide technical support and trouble shooting to dealers and customers on product behavior.
- Responsible for regional quality control for machines and parts, which includes initial delivery, PDI, and quality throughout the warranty period.
- Process timely warranty claims and provide oversight and reporting. Evaluate claims for frequency and financial trends then recommend product improvements
- Work cross-functionally with internal teams such as engineering, manufacturing, sales, service, and product management to determine the technical root cause and identify a corrective solution
- Participation in North America Farm shows engaging customers with sales, applications, and technical questions.
- Participate in VOC and VOD activities to gain product performance insights
- Support in-field product demonstrations and product walkarounds with dealers and customers
- Work with customers, dealers, and internal stakeholders to ensure continous product & process improvements.
- Participate in the global academy program to become a certified trainer of the MGNA dealer network
- Prepare Technical Training materials, specific to the region, ensuring dealers are properly trained in operation, maintenance, and technical service of Maschio Gaspardo products.
- Support technical publications with service manual design. Coordinate with writers, editors, and illustrators to produce high-quality documentation
- Create & manage the production / distribution of service and technical bulletins
- Define and report KPIs to monitor product quality, team productivity, and performance improvements
- Ensure regulatory compliance. Responsible for product safety and performance.
- Keep accurate records and produce reports for management as needed
Necessary Requirements:
- Bachelor's degree or technical degree
- Knowledge of problem resolution tools such as 7-step, or 8D processes
- 5+ years experience in Agricultural, or construction equipment
- Excellent communication skills, both written and verbal
- Detail-oriented with great organizational skills
- Ability to professionally manage difficult customer situations
- Ability to establish and maintain positive working relationships with co-workers, dealers, and customers
- Microsoft Office (Excel, Microsoft Word) skills required
This job advertisement is addressed to both genders and to people of all ages and nationalities.