Product Support Supervisor
PURPOSE and SCOPE:
Reporting to the Director of Global Product Support, the Product Support Supervisor coordinates a team of in-territory representatives to provide after sales support for MacDon equipment. They schedule staff activities, assist with troubleshooting of technical issues, and drive continued improvement within the group.
RESPONSIBILITIES:
- Coordinate support activities conducted by the North American Product Support Representatives including field support, call support, issue reports, etc.
- Collaborate with the global Product Support team to assist with resolution of field issues.
- Work with Product Support staff in troubleshooting and developing solutions to technical issues.
- Review and provide visibility on daily team activities, expense reports, schedule, leave, etc.
- Provide guidance and support to the Product Support Reps in growing dealer relationships, educating customers, and addressing product issues.
- Conduct annual performance reviews and work with the team to action growth opportunities
- Travel with territory representatives to understand and support their work.
QUALIFICATIONS:
- Related University or College Degree, or equivalent experience
- Proven leadership experience with a focus on relationship building
- Excellent communication and interpersonal skills, including the ability to work with a remote team
- A solid technical background in diagnosis and repair of Mechanical, Hydraulic, and Electrical systems
- Proficient with Microsoft Products: Office, Word, Excel, Outlook, and PowerPoint
- Ability to travel ((up to 20% of time) in North America and internationally
- Must hold and maintain valid driver’s license