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Service Knowledge Manager

Location: 

New Bremen, OH, US, 45869

Company Description:

 

Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.

 

Responsibilities

 

  • Monitor, uphold, and improve processes that support knowledge management. This includes capturing, writing, publishing, sharing, globalizing, and reviewing.
  • Lead the effort to incorporate these processes across all technical support departments.
  • Promote the use of knowledge articles as an initial step in technical support.
  • Solicit feedback from all users, including retail network to find opportunities for improvement.
  • Collaborate with leadership of support departments to incorporate the knowledge capture process into the support process.
  • Collaborate with internal and external Service Subject Matter Experts to capture and refine service knowledge for use by the Global Service Organization.
  • Collaborate with developers to maintain and improve the platform used to distribute knowledge, as well as the analytics to monitor all facets of knowledge management. This will also include soliciting feedback from the users.
  • Perform duties such as creating/revising job descriptions, conducting Talent Development discussion sessions, rating performance, establishing/tracking goals and completing annual wage reviews. 
  • Responsible for coaching, motivating, mentoring, and developing direct reports to successfully take on additional responsibilities. 
  • Oversee the recruiting and training of employees in the Knowledge Management team.

 

Minimum Qualifications

 

  • 5-7 years' related experience
  • Associates degree (or equivalent experience)
  • Occasional travel (0-5%)
  • Occasional overnight stays (0-5%)
  • Passport required
  • Job requires employee to drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday

 

Preferred Qualifications

 

  • Five to ten years previous experience.
  • Knowledge Management or Program Management experience
  • Highly organized with excellent written and verbal communication skills.
  • Proficiency in Microsoft Office suite to include Visio.  

 

Work Authorization:

 

Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.


No agency calls please.

 

Compensation and Benefits:

 

Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.

EO/AA Employer Minorities/Females/Protected Veterans/Disabled

 


Nearest Major Market: Lima
Nearest Secondary Market: Findlay

Job Segment: Service Manager, Program Manager, Manager, Warehouse, Forklift, Customer Service, Management, Manufacturing