Dealer Technical Support Manager

48784

About Us:

As a family-owned company, it’s the people who continue to make STIHL a successful, world-class brand.  Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovations, high-quality products and comprehensive service. With competitive compensation, excellent benefits and exciting growth potential, it's a great time to join the STIHL team!

 

Position highlights include:

  • Competitive Compensation
  • Medical, Dental, Vision, Life Insurance, Short & Long Term Disability
  • Pension Plan & 401k with employer match
  • Vacation, Sick, & Paid Holidays

 

About You:

This person will manage the team responsible for US dealer technical support and US end user support.  They will ensure the Service Support Staff provides personable, accurate, and timely expert level support for dealer technical inquiries regarding product repair, product warranty, and product operation questions.  As the manager of this team, they ensure Service Support Staff and third-party partners provide personable, accurate and timely expert level support for end user inquiries and drive continuous improvement regarding knowledge levels, systems and processes in all aspects of service support operations.

 

 

Job Duties & Responsibilities

  • Manage dealer technical support staff.  Includes employee development, performance reviews, setting and monitoring employee goals, identifying employee training opportunities and needs and ensuring employees follow company policies and standards.
  • Manage end user support staff or third-party partners.  Includes identifying training opportunities and needs and ensuring employees follow company policies and standards.
  • Drive system and process improvement to support efficient dealer technical and end user support practices.
  • Collaborate with Branches and Distributors to create the best possible dealer technical support and end user support environment nationwide.
  • Drive ongoing development of internal knowledge base and self-service (zero level) support for dealers and end users.
  • Monitor customer contact volumes and maintain staffing levels and schedules to ensure service level.
  • All other duties and responsibilities as assigned.

 

Specifications:

Education:  

  • Bachelor's Degree/Diploma in Business Management / General Business or related discipline or equivalent combination of education and experience preferred

 

Knowledge, Skills and Abilities:

•    5+ years of technical experience in the power equipment industry.
•    1+ years of supervision experience of a team of 3 or more.
•    Must be capable of providing clear, concise reporting.
•    Excellent verbal and written communication skills required
•    Thorough understanding of the repair, operation, and troubleshooting of small 2-cycle and 4-cycle internal combustion engines, hand held portable power equipment, and small battery and electric powered hand tools is required.

 

Travel Requirements: Up to 25%


Nearest Major Market: Virginia Beach