Field Service Manager - Western Division

Job Summary

Are you the type of person who provides a deep level of product support as it relates to machine performance, customer satisfaction, and dealer network development. In this role you will manage and lead an assigned dealer territory helping impact the customer service experience. We are looking for an experienced individual with a passion for customer support through dealer development initiatives.

What You'll Do

• Exhibit the Vermeer characteristics of caring culture, demonstrating agility, customer focused and stewardship while modeling the associated behaviors.
• Grow and develop customer relationships while partnering with our local Vermeer dealer.
• Management of an assigned territory focused on dealer development within product support while engaging with industry best practices.
• Analyzing field data to help prioritize machine enhancement resources.
• Monitor field product performance and provide ideas to improve where applicable.
• Understand and communicate the use of data around machine troubleshooting and performance and be able to tie this back into the dealership business and service performance.

What We're Looking For

• Preferred Bachelor ' s Degree in Business Management, or Ag Systems Technology related field with a minimum of eight years' experience in technical customer support; and/or equivalent combination of education and experience, required.
• Related field experience; Field Technical Support, Fleet Management, Dealer Development, Customer Relations, Product Service Support, or Product and Application Support.
• Knowledge of Vermeer equipment, software systems, and fluid power systems as it related to service, warranty, engineering, and quality.
• Ability to understand customer needs and expectations; ability to implement processes and procedures to meet those needs and willingness to go the "extra mile".
• Ability to read and use data to visualize and highlight tends, patterns and correlations to machine and dealer performance
• Ability to confidently make tough decisions and offer solutions in the field in order take care of the customer.
• Ability to prepare thorough, accurate, professional and error-free documents for management decision-making purposes.
• Demonstration of excellent written and verbal communication skills with all levels of customers and Vermeer staff; demonstration of good telephone communication 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.
• Demonstrated credibility and leadership in providing excellent customer support.
• Ability to work independently without supervision and without other assistance in the field.
• Ability to effectively manage travel time spent at dealerships, and customer visits.
• Ability to provide informative and professional assistance when working with the public/customers and coworkers.
• Ability to develop positive interpersonal relationships, which encourage openness with customers and peers.

Travel

• Significant travel is expected of this position.

Work Location

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.