Field Service Manager

Department:

Product Support, Post-production

Reports to:

Field Service Supervisor

Location:

Assigned Territory

Position Status:

Full-time

Status:

Salary, Exempt

Management Level:

Manager I

JOB SUMMARY

The Field Service Manager (FSM) role reports to the Field Service Supervisor and is primarily responsible for working with KIOTI’s dealer network within an assigned North American territory. The FSM provides technical product expertise, covering all KIOTI products. The FSM will aid dealers to develop best practices for aftersales processes through training, coaching, and professional mentoring.

Through professional representation of the KIOTI brand, the FSM will visit with their assigned dealers on a routine calendar basis. While performing dealer visits, the FSM will evaluate dealer performance and provide constructive feedback to said dealer as well as KIOTI leadership through structured reporting methods.

The FSM is required to have extensive knowledge on various topics and operating principles as they relate to KIOTI products. Utilizing their expert knowledge, the FSM must have the ability to troubleshoot and advise their dealers on various topics, both in-person and remotely by phone and by email correspondence. Areas of expertise are required in the following areas:

• Diesel and gasoline engines

• Transmissions

• Hydraulics

• Electrical systems

• Air conditioning

• Quality control

The FSM will guide their dealers with all areas of dealer management in compliance with KIOTI policies. This position will coach and provide feedback to dealers through dealer training while identifying areas for improvement and future growth. During dealer visits, the FSM is to oversee dealer process implementation and management by training dealers and working with dealers on the following:

• New Dealer Training

• Customer Issue Resolution

• Product Training

• Warranty/Parts Assistance

• Dealer Service Audit
• Dealer Events
• Product Campaign

• Quality control Audits
• Trade shows/Open House

In addition, this role will collaborate regularly with the Product Support team, Regional Sales Managers, and Territory Managers to determine dealer routes and priority of dealer visits. Through this, FSMs are expected to build strong relationships with dealer personnel as well as with all KIOTI department representatives.

FSMs will also participate in dealer events by attending trade shows and open houses. This position is expected to attend and assist in regional service training at the KIOTI home office in Wendell, NC.

KEY RESPONSIBILITIES OF JOB

• Provide expert guidance and feedback to dealers regarding product assembly, warranty processes, parts look-up, product training, and various other software systems through on-site visits
• Ability to work closely with dealership personnel to train on KIOTI products, resolve technical issues, and promote KIOTI customer service
• Assist dealers with questions regarding dealer protocol and processes, resolving customer service issues onsite, via phone, and via email
• Maintain positive relationships with dealers by providing excellent customer service and support to dealers in a timely manner
• Ability to understand and troubleshoot verbal and written communication of technical information on diesel, gasoline, hydraulic, and electrical systems
• Collaborate with Product Support and Product Development teams to provide information regarding protocol, training methods, quality, service, and technical issues through verbal and written documentation in a professional and positive manner
• Track dealer performance through structured reporting methods as required by leadership
• Track and submit routine individual performance records, including travel schedule, expense reports, dealer evaluation summaries, and any other reporting as required by leadership
• Represent the KIOTI brand in a professional manner while conducting business in all capacities
• Properly maintain assigned company property, including vehicle, cell phone, laptop, and any other property that my be assigned
• Will be required to perform other duties as requested, directed or assigned.

EDUCATIONAL AND PHYSICAL REQUIREMENTS

• High school diploma or equivalent
• 4+ years of related technical experience in a professional environment
• Up to 90% travel and flexibility to depart on short notice
• Must be fluent in English; a French-speaking capability is strongly preferred for open positions in Canada
• Strong performance in the following areas: communication, problem-solving, customer service, data tracking, collaboration, project management, and training
• Mechanical aptitude and awareness of product performance/engineering standards
• Knowledge and experience with the following computer applications: Microsoft Word, Excel, and Outlook