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KION Group · 4 months ago

Product Support Manager, Warehouse Trucks

Summerville, SC, United States

Full-time

Onsite

Senior Level

5+ years exp

KION Group is a leader in warehouse solutions, and they are seeking a Warehouse Product Support Manager to oversee all warehouse truck series in North America. This role involves providing technical assistance and training to dealers, resolving product issues, and supporting warranty claims while ensuring high-quality service delivery.

Industrial Engineering

Responsibilities

Respond via telephone and written communications via email or helpdesk, with urgency, courtesy and professionalism to dealer and key account requests for technical assistance (follow-up and follow-through are essential)

Accurately document events as they happen and create a report via the KION community portal

Train dealer technicians to properly utilize service software tools, computer databases and electronic manuals to correctly diagnose and resolve product problems in the field

Provide ad-hoc on-site support for product demonstrations

Effectively communicate with internal counterparts regarding developing issues and to obtain required information as necessary

Other duties as assigned to support customer service efforts. Examples may include on-site installation support, wire guided vehicle installations and troubleshooting, assisting in developing and monitoring dealer aftersales support efforts, assisting in the development of various product marketing campaigns, initiating outgoing telephone calls to dealers to improve communication, etc

Qualification

AC-DC electrical diagnosisHydraulics diagnosisTroubleshooting forklift productsLinde Material HandlingDiagnostic softwareMicrosoft OfficeDealer/customer contact experienceTechnical parts drawingsService manualsSchematics readingCommunication

Required

5+ years of varied dealer/customer contact experience

Ability to travel up to 75%

Excellent technical and mechanical skills and practical experience related to troubleshooting, diagnosis and repair related to forklift products and technology

Ability to read technical parts drawings, service manuals and schematics, particularly for Linde Material Handling equipment

Ability to effectively communicate technical information via telephone, email, internet tools and in person

Strong computer skills and experience using diagnostic software

Proficiency in Microsoft Office applications (Word, Excel and PowerPoint)