Vermeer Corporation Product Support Manager- Service and Customer Support 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 Product Support Manager - Service and Customer Support is responsible for all aspects globally of the customer experience and adherence to meeting our brand promise within the assigned Business Unit. This includes communications, technical training, and field support. This position supports 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. The ultimate goal of this role is to enhance the customer and dealer experience with Vermeer as we strive to meet our premium brand expectations.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Lead by exhibiting the Vermeer characteristics of caring culture, demonstrating agility, customer focused and stewardship while modeling the associated behaviors. Supervise, organize, mentor and coach assigned team members in performance of their duties while influencing others to carry the Vermeer culture forward. Establish and monitor individual and team goals which are aligned with the organization’s strategies and objectives to drive key business results. Use expertise to ensure department is serving its internal and external customers and meeting defined expectations.
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 lifecycle blueprints for the New Product and Process Development System (NPPDS) Utilize jobsite and machine data to provide feedback to product development on potential product improvements.
Manage external relationships and communication with dealers and customers. Meet with customers and dealers to resolve machine issues and warranty. Be the champion of the brand promise and make certain it’s understood to customers.
Monitor segment warranty expense and understand root cause of high warranty machines. Work with dealers to resolve warranty claims that are equitable for both dealer and factory. Work with corporate warranty to facilitate Business Unit warranty activity and produce monthly reports. Performs CSI c all backs when concerns are expressed for follow up. Oversee and make decisions on denied warranty claims and machine buybacks.
Utilize Intelligent Worksite to improve customer experience through machine uptime, troubleshooting of machine issues, and monitoring of machine health. This will require a cross-functional effort including internal departments, dealers, and customers.
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.
Business unit industry experience preferred.
Other Skills and Abilities
Knowledge in the area of customer support and effective management of customer support team.
Knowledge of Vermeer 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 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 email@example.com.
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.