Field Service Support Manager

BraunAbility • Winamac, IN

5d

About The Position

GENERAL PURPOSE: The Field Service Support Manager will be responsible for assisting the service operations of BraunAbility dealers within a designated geographic area. This role requires a combination of technical expertise, strong customer service skills, and the ability to work independently in various environments. ESSENTIAL FUNCTIONS: Provide exceptional dealer support by addressing inquires, providing technical guidance, and ensuring customer satisfaction. Monitor performance metrics and provide feedback to team members to drive continuous improvement. Conduct regular dealer meetings to identify opportunities for service improvement. Build and maintain strong relationships with dealers within the area. Maintain accurate records of service activities and dealer interactions. Diagnosis and resolve technical issues, either remotely or at the dealer site, ensuring minimal downtime to the customer. Conduct training sessions for dealer staff on the use, maintenance, and troubleshooting of our products and systems. Stay abreast of industry trends and developments. Adhere to company policies, safety guidelines, and industry regulations while performing service activities. Ensure all work is conducted in a safe and efficient manner.

Requirements

• High school diploma/GED required.
• Minimum of 7 years of experience as a service manager/technician or related role required. An equivalent combination of education and experience equal to 7 years will also be considered.
• Strong technical skills with solid understanding of mechanical and electrical systems required.
• Excellent troubleshooting abilities and problem-solving skills needed.
• Strong computer skills to include navigation and typing in Microsoft Office Excel, Word, and PowerPoint required.
• Valid Driver’s license and a clean driving record required.
• Willingness to travel and work in various locations as required. Expected travel is Approximately 40% expected the first year, with 30%-35% thereafter.

Nice To Haves

• Trade School/Automotive Service Excellence (ASE) certification preferred.
• Previous training & instructional experience preferred.
• Familiarity with the Wheelchair Accessible Vehicle (WAV) dealer channel and specific needs of service personnel preferred.
• Ability to work independently, manage multiple tasks and adapt to changing priorities necessary.
• Exceptional customer service and communication skills needed.
• Bi-lingual (Spanish preferred) preferred.

Responsibilities

• Provide exceptional dealer support by addressing inquires, providing technical guidance, and ensuring customer satisfaction.
• Monitor performance metrics and provide feedback to team members to drive continuous improvement.
• Conduct regular dealer meetings to identify opportunities for service improvement.
• Build and maintain strong relationships with dealers within the area.
• Maintain accurate records of service activities and dealer interactions.
• Diagnosis and resolve technical issues, either remotely or at the dealer site, ensuring minimal downtime to the customer.
• Conduct training sessions for dealer staff on the use, maintenance, and troubleshooting of our products and systems.
• Stay abreast of industry trends and developments.
• Adhere to company policies, safety guidelines, and industry regulations while performing service activities.
• Ensure all work is conducted in a safe and efficient manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED