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Crown Equipment Corporation · 9 hours ago

Service Product Manager - Automation & Emerging Technologies

New Bremen, OH, US, 45869

Full-time

Onsite

Mid, Senior Level

5+ years exp

Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. They are seeking a Service Product Manager to provide technical support, manage product quality, and enhance customer service activities.

Industrial

No H1B

Responsibilities

Primary resource for technical troubleshooting/problem solving information. Core member of product team, represents customer/field product concerns, direct service communications and after-market support. Share product team responsibility of product quality, reliability, cost to manufacture and cost of ownership for both the company (warranty) and the end user. Produce technical support information and qualifies Help Desk entries by product specialists. Active in marketing development activities (VOT), customer visits and provides internal support for sales staff. Training/coaching and resource for technical information. Review and approve technical content of scripts, videos, and other media products

Responsible for ensuring our service support channel has the necessary technical and replacement parts stock information. Direct product related field support activities by monitoring and evaluating product performance trends including reliability, customer acceptance, warranty cost and customer cost of ownership. Participate in prioritizing and initiating product team activities to improve product reliability, customer acceptance and reducing warranty costs both reactively and proactively. Direct field campaigns, support literature, NBO and dealer communications. Make routine field visits to enhance product support activities such as making routine visits with product team, train and support Regional Service Managers, solve product issues, make dealer visits to enhance dealer support and assists in product/market research

Initiate, direct and approve final product on manuals/guides, technical service bulletins and field modifications and determines field distribution of the field mods. Also initiate, direct and approve electronic media (videos, CD-ROM and Internet). Provide input to sales promotional material and spec sheet feature descriptions

Actively participate in engineering design reviews and in marketing plan (VOT). Produce service release package and prepare/train internal and external NBO staff