Territory Service Manager T51(OR, WA)
4 weeks ago
Job Title:
Territory Service Manager Territory 51
Region: OR, WA
Reports to:
Regional Service Manager
FLSA Status:
Exempt
Summary:
Responsible for conducting day to day service related activities with assigned dealers. Working with dealer Service Managers and Technicians to promote the product line and ensure service activities meet required standards. Working with KNA Sales personnel to promote a team effort and accomplish sales, parts, and service goals in a professional and motivated manner.
Duties and Responsibilities
include the following. Other duties may be assigned.
General Accountability and Responsibilities:
1. Address & prioritize technical problems as they occur in the field, documenting each issue into the Krone Ticket System in real time, seeing them through to resolution.
2. Report and submit newly occurring machine issues utilizing Field Failure Report process.*
3. Communicate and manage the completion of all field modifications utilizing the dealer network and Equipment Support Managers.
4. Recognize dealers underperforming in their service responsibilities. Generate ideas, plans, or processes to improve these dealers to the level Krone customers expect.
5. Emphasize Krone programs and specialty tools to enhance dealer support to the end user.*
6. Instruct new dealers on Krone Service procedures, documentation, warranty and reporting systems.
7. Plan and conduct dealer service clinics as requested by fellow territory Krone staff and dealers to add machine and technical knowledge to customers and/or dealer personnel.
8. Conduct yearly dealer service training as requested by training manager.
9. Attend service training sessions in US and Germany as required.
10. Construct preliminary suggested dealer parts stocking lists using; prior machine experiences, failure history and conditions of use.
11. Authorize dealer request for the use of Commercial Products Loaner Units and communicate decision to the appropriate Wholegoods Territory Managers.
12. Participate in dealer open houses as requested by fellow territory Krone staff and dealers.*
13. Submit appointments/weekly route plans and expense reports via Krone’s Customer Relationship Management (CRM) system and Expense Reporting System respectively.
Field Personnel Expectations:
1. Build and maintain relationships with key dealer personnel.
2. Work closely with Wholegoods Territory Manager to provide support, guidance, problem solving, and/or training.
3. Assist Krone Support Team in dealer utilization of all system interfaces.
4. Identify and take ownership of any problems surfaced in the field. Work closely with appropriate Krone departments to identify root causes and determine the proper resolution.
Domicile and Travel Expectations:
1. Domicile is required to be in assigned territory.
2. Must have valid driver’s license and be insurable to operate company vehicles.
3. Travel consumes a significant portion of work time and can reach 30,000 to 40,000 miles per year. While variable throughout the year, high demand periods may require overnight stays of 3 to 4 nights per week.
4. Must be able to travel internationally to Germany and/or other countries as required.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability:
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, fractions, percentages, ratios, area, circumference, and volume to practical situations. Ability to apply concepts of basic algebra, geometry, and mathematical concepts such as probability and statistical inference.
Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills:
To perform this job successfully, an individual should have general knowledge regarding the use of a company issued laptop, tablet, and/or mobile phone, prior experience with Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.), and previous experience with or the ability and willingness to learn Krone’s Business Systems. These systems include SAP ERP, SAP Cloud for Customer (C4C) CRM system, Apple or Android devices, Expense Reporting software, and VPN.
Education/Experience:
Bachelor’s degree (B.A./B.S.) or equivalent from a four-year accredited College or University; or four to six years related experience and/or training; or equivalent combination of education and experience.
Certificates and Licenses:
Valid Driver's License with insurable driving history Valid Passport for International Travel
Knowledge, Skills and Other Abilities:
· Oral and written communications
· Self-driven
· Understanding Electrical and Hydraulic schematics
· Electrical troubleshooting
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk, sit, use hand, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and talk and/or hear. The employee must frequently lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts, and outdoor weather conditions. The employee is frequently exposed to wet or humid conditions (non-weather), extreme cold (non-weather), extreme heat (non-weather), and vibration. The employee is occasionally exposed to work in high, precarious places, fumes or airborne particles, toxic or caustic chemicals, dirt and dust, and risk of electrical shock. The noise level in the work environment is usually very loud.
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