Essential Functions
- Travel 75-80% throughout assigned territory to support Service Provider and Customer aftersales activities.
- Train service provider technicians according to the training curriculum and training schedule.
- Train customer’s Technicians according to the training Curriculum and training schedule.
- Track training levels of each technician/service provider and update database as needed.
- Acting liaison between Service Providers and Haulotte North America Service Department.
- Manage service provider activities, set goals, evaluate performance and report daily/weekly/monthly.
- Ensure service provider contracts are signed and up to date. Begin to convert to new service contracts.
- Recruit/terminate service providers following the onboarding process.
- Track and solve all outstanding issues with Customers/Service Providers on X-Boom/Light-Booms ensuring timely closure of open topics by providing the highest level of customer satisfaction.
- Assist customers troubleshoot technical problems providing correct diagnosis, facilitate processing of warranty claims with the internal warranty department / technical experts.
- Report your weekly activities accurately via TSheets/SaleForce.
- Complete all Haulotte Academy training courses assigned, staying up to date with internal trainings.
- Assist with CTI’s / safety campaigns.
- Review and report monthly KPI’s to the Management Team.
Responsibilities & Requirements
- Travel 75-80% within assigned territory to manage all service-related activities per above essential functions to include (but not limited to) technical support, diagnostics and repair.
- Manage, organize, prepare and perform internal and external training sessions (familiarization, product, operator, technical, other) for service providers/customers to ensure the highest level of training possible.
- Manage status of “Hard-Down” machines under warranty to ensure quickest resolutions possible with the goal to minimize machine downtime and improve overall customer experience. Facilitate repairs to be completed by service providers
- Sales of spare parts, training courses and service contracts.
- Proactively provide accurate follow-up/information to Customers.
- Focus on exceptional customer satisfaction & customer experience
- Travel throughout the United States as needed to support external teams and customers.
- Follow travel policies & report expenses accurately within policy.
- Ensure adherence of corporate policies and procedures.
- Manage difficult issues directly with customers as necessary
- Escalate topics as needed to immediate supervisor.
- Document, report activities, admin (email, shared calendar, TSheets, SalesForce, etc.)
- Assist facilitating CTI’s and/or performing CTI updates.
- Other duties based on the needs of the company.
- Good command of job-specific equipment (torque tightening tools, diagnostic console, etc.)
- Knowledge of mechanical, hydraulic, and electrical techniques
- Know, respect, and apply quality, safety and environmental rules relevant to his/her job/environment
- Understand the flow process grid and assembly techniques and constraints of Haulotte products
- Understand the operation and characteristics of Haulotte products, ranges, parts, components, sub-assemblies, etc
Experience
- Technical degrees on equipment support (maintenance on trucks or heavy building equipment or equivalent). Minimum 5 years’ experience in similar industry, including training
**Haulotte US Inc is an EEO organization. **
Job Type: Full-time
Pay: From $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Mechanical knowledge: 2 years (Required)
- Hydraulics: 2 years (Required)
- Aerial Lift Equipment: 3 years (Required)
License/Certification:
- Driver's License (Required)
Willingness to travel:
Work Location: On the road
