Vermeer Corporation Lifecycle Manager - Industrial 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 MoreTM.
The Lifecycle Manager - Industrial is responsible for all aspects globally of the customer support experience and adherence to meeting our brand promise. This includes communications, technical training, field support, and enhancement engineering. This position assists engineering in equipment design through communication and analysis of field data, researches and replies to quality notification forms (QNF), and assists with sales agreements and customer retention type activities.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Lead service and warranty and collaborate with engineering to design a proactive system to support our brand promise from a service perspective. Develop and implement processes and products to assist dealerships with customer support, including machine troubleshooting, parts questions, and warranty. Manage and analyze service calls, customers experience index (CXI) and warranty data to provide the engineering and enhancement teams a prioritized list of required machine design and field repair action items. Evaluate customer needs compared to corporate, regional, and dealership service capabilities to determine gaps in service delivery.
Lead product development efforts as they relate to service and customer support. Create phase II plans for the New Product and Process Development System (NPPDS), which includes warranty programs and rates, flat rates, parts stocking lists, service reviews, supplier reviews, diagnostic strategies, and service training.
Oversee external lifecycle solution relationships and communication with dealers and customers.
Establish and monitor individual and team goals which are aligned with the organization’s business strategies and objectives. Ensure department is properly serving its internal and external customers and meeting defined expectations. Lead the team well, with a focus on modeling a caring culture, agile thinking, a focus on customers served and stewardship.
Education and/or Experience
Bachelor’s Degree in business management or related field; B.S. in Engineering preferred.
Minimum of 10 years related experience in customer support management and/or engineering; and/or equivalent combination of education and experience.
Construction industry experience preferred.
Other Skills and Abilities
Knowledge in the area of customer support and effective management of customer support team.
Knowledge of Vermeer industrial equipment and parts, and in area(s) of service, sales warranty, engineering, and quality.
Strategic, critical thinking and analytical skills for structured problem solving.
Ability to attain the following performance measurements: customer satisfaction, conformance to business plan/department budget, warranty related goals, etc..
Demonstrated success maintaining positive interpersonal relationships, which encourage openness with team members and customers using exceptional influencing, facilitating and collaborating skills.
Demonstrated leadership ability to inspire team members to provide exceptional customer experience.
Ability to prepare thorough, accurate, professional and error-free documents for management decision-making purposes.
Demonstration of excellent written, verbal and interpersonal communication skills.
Demonstration of strong organizational 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.
Up to 25% domestic and/or international travel by car or plane may be required.
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.
Our reach is global, our impact is personal. By joining Vermeer, you won’t just be making the right step for your career. You’ll be making a real, personal impact on our people, our customers and our world.
Impact Our People: You’ll find teams of hardworking people who take pride in their work, pride in each other and pride in the principles that guide them. Our team members are diverse, talented and driven to continuously learn, improve and innovate, both for our company and for their careers.
Impact Our Customers: Whether our customers are operating small stump cutters in their backyard or giant surface mining equipment in Australia, they make progress happen. Our team members are constantly turning up new possibilities and collaboratively innovating to keep our customers and the people they serve on the leading-edge of progress around the world.
Impact Our World: At Vermeer, we believe in giving back and helping people and communities. We’ve held that belief from our founding in 1948. Our reach extends from offering impressive benefits that help our team members and their families live well, to supporting our local communities through volunteer and community investment programs. Our impact is also experienced by the way our customers use Vermeer products to make a difference. Vermeer equipment is used all around the world to keep people connected to life necessities, such as water and electricity, harvest the feed that nourishes a vibrant food supply and effectively manage precious natural resources that improve our quality of life.