Service Product Mgr - Automation & Emerging Technologies

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

• Primary resource for technical troubleshooting/problem solving information. Core member of product team, represents customer/field product concerns, direct service communications and after-market support.  Share product team responsibility of product quality, reliability, cost to manufacture and cost of ownership for both the company (warranty) and the end user.  Produce technical support information and qualifies Help Desk entries by product specialists.  Active in marketing development activities (VOT), customer visits and provides internal support for sales staff.  Training/coaching and resource for technical information.  Review and approve technical content of scripts, videos, and other media products. 
• Responsible for ensuring our service support channel has the necessary technical and replacement parts stock information.  Direct product related field support activities by monitoring and evaluating product performance trends including reliability, customer acceptance, warranty cost and customer cost of ownership.  Participate in prioritizing and initiating product team activities to improve product reliability, customer acceptance and reducing warranty costs both reactively and proactively.  Direct field campaigns, support literature, NBO and dealer communications.  Make routine field visits to enhance product support activities such as making routine visits with product team, train and support Regional Service Managers, solve product issues, make dealer visits to enhance dealer support and assists in product/market research.
• Service: Initiate, direct and approve final product on manuals/guides, technical service bulletins and field modifications and determines field distribution of the field mods.  Also initiate, direct and approve electronic media (videos, CD-ROM and Internet).  Sales: Provide input to sales promotional material and spec sheet feature descriptions.
• Actively participate in engineering design reviews and in marketing plan (VOT).  Produce service release package and prepare/train internal and external NBO staff.

Qualifications

• 5-7 years related experience in customer support of technical equipment
• Associate degree in Electronics, Robotics or related course 
• Strong managerial, communications, and interpersonal skills
• Frequent Travel (6-20%)
• Frequent Overnight (6-20%)

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