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Aftermarket Software Support Center Leader

2 months ago

New Bremen, Ohio, United States Crown Equipment Full time

Position Title: Software Support Center Manager - Aftermarket

Company Overview:

Crown Equipment Corporation stands as a prominent innovator in the realm of forklift and material handling equipment. As one of the largest manufacturers of lift trucks globally, we prioritize delivering the safest, most efficient, and ergonomic solutions to minimize our customers' total cost of ownership.

Role Summary:

The Software Support Center Manager is responsible for overseeing daily operations within the Software Support Center. This includes managing software updates for Gena trucks, coordinating InfoLink wireless updates, and executing warranty campaigns. The role involves aligning software versions with Engineering and Product Teams and facilitating firmware updates for InfoLink Modules. Additionally, the manager will collaborate with global teams to establish processes for software deployment and predict the necessary on-site labor for updates.

Key Responsibilities:

  • Management of Software Support Center: Develop and implement standards and procedures to support the Aftermarket Software Support Center. Collaborate with global teams to establish guiding principles for software updates and deployment. Oversee the activities of the support center, ensuring timely software updates via cellular and wireless connections.
  • Collaboration with Engineering and Product Teams: Create software rollout plans that anticipate potential challenges while ensuring adequate sample sizes for issue identification. Work closely with Engineering and Product Teams to address Gena software concerns and prepare for mass distribution of future software releases.
  • Field Support Coordination: Work with field teams to manage updates when wireless methods fail, ensuring on-site support is available as needed. Provide necessary information to restore communication during updates.
  • Data Services and Remote Health Management: Partner with Remote Health Managers to resolve connectivity issues and maintain accurate truck location data. Track trucks that are not connected to predict technician labor requirements for field updates.
  • Employee Development: Engage in Talent Development activities, including creating job descriptions, conducting performance evaluations, and coaching team members to take on additional responsibilities.

Qualifications:

Minimum:

  • 5-7 years of relevant experience
  • Associate degree in a technical field
  • Willingness to travel frequently
  • Valid Passport

Preferred:

  • Bachelor's degree in Business or a combination with a technical degree
  • Experience in aftermarket support for material handling equipment
  • Strong interpersonal and communication skills

Work Authorization:

Crown Equipment Corporation will only employ individuals who are legally authorized to work in the United States. This position does not offer sponsorship for work authorization.

Compensation and Benefits:

Crown provides a competitive wage and benefits package for full-time employees, including health, dental, vision, and prescription drug plans, a flexible benefits plan, a 401K retirement savings plan, life and disability benefits, paid parental leave, holidays, vacation, tuition reimbursement, and more.

Crown Equipment Corporation is an EO/AA Employer, welcoming applications from minorities, females, protected veterans, and individuals with disabilities.