Vermeer Corporation Field Service Manager in Pella, Iowa
You’re not likely to find another company like Vermeer. Our people are from all walks of life in locations around the world, rolling up our sleeves and getting tough work done every day. Together. We’re a family-owned and operated company with an unmatched culture, one that is built on the belief that every Vermeer team member has real, personal impact – on our people, our customers and our world. Whoever you are and where you are in your career, Vermeer helps you be Equipped to Do More ® .
1 - First Shift
The Field Service Manager provides a deep professional level of service support to Vermeer dealers/customers through COMPETENCY-3-71, customer service, and communication skills. This position serves as a key partner to dealers/customers to ultimately serve them better and maximize our customer’s experience. This role is responsible for representing dealers/customers to internal stakeholders, and appropriately representing Vermeer in crucial conversations with dealers and customers.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Exhibit the Vermeer characteristics of caring culture, demonstrating agility, customer focused and stewardship while modeling the associated behaviors.
2 . Manage external relationships and communication with dealers and customers within assigned region . Work with dealers to resolve warranty claims that are equitable for both dealer and factory. Performs CSI call backs when concerns are expressed for follow up. Oversee and make decisions on denied warranty claims and machine buybacks.
3 . Collaborate with dealers, product specialists, and service specialists to understand enhancement opportunities and coordinate with engineering to confirm the enhancements are communicated and developed.
4 . Monitor field product performance for assigned business unit and provide ideas to improve where applicable.
5 . Understand and communicate to distribution the use of data around machine troubleshooting and performance and be able to tie this back into the dealership business and service performance.
Education and/or Experience
- Bachelor’s Degree in Business Management , engineering, or related field with a minimum of 7 years’ experience in technical customer support and at least 2 years of management experience; and/or equivalent combination of education and experience, required.
Other Skills and Abilities
Knowledge of Vermeer equipment , software, and parts, and in areas of service, warranty, engineering, and quality.
Ability to understand customer needs and expectations; ability to implement processes and procedures to meet those needs and willingness to go the “extra mile” .
Ability to confidently make tough decisions and offer solutions in the field in order take care of the customer.
Ability to prepare thorough, accurate, professional and error-free documents for management decision-making purposes.
Demonstration of excellent written and verbal communication skills with all levels of customers and Vermeer staff; demonstration of good telephone communication skills.
Ability to be flexible, work under pressure, and manage confrontation in high pressure situations; ability to change priorities to meet customer demand; ability to break down complex situations into smaller, manageable, actionable pieces.
Demonstrated credibility and leadership in providing excellent customer support .
Ability to work independently without supervision and without other assistance in the field.
Ability to effectively manage travel time spent at dealerships, and customer visits .
Ability to provide informative and professional assistance when working with the public/customers and coworkers.
Ability to develop positive interpersonal relationships, which encourage openness with customers and peers.
Up to 60 % domestic and/or international travel by car or plane may be required.
HYBRID: Some of a team member’s day-to-day work may be best done at a location other than a Vermeer campus. Discuss specific arrangements with your manager.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status. Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Team Member Solutions in human resources at (641) 621-8767 or at firstname.lastname@example.org.