Field Support Senior Manager

The Field Support Senior Manager reports to the VP of Product and provides vision and direction for the product specialist group. The primary focus is ensuring they stay focused on the highest value activities to meet and exceed dealer and customer expectations. This individual is also focused on coaching, skill development, and assisting the product specialists with their highest stakes interactions.

Key Responsibilities

RESULTS

Leadership 35%

• Understands functions and responsibilities of each employee assigned to this position and manages them in all aspects of employment, including but not limited to: Hiring, Performance, Discipline, and Termination / Training, Coaching, Mentoring, Guidance, and Motivation
• Effectively manages employees and/or processes to ensure all responsibilities of assigned employees are met and that each external/internal customers' needs are met in a timely manner.
• Ensures systems utilized by department (i.e. JDE, ADP, SolidWorks, etc.) meets or exceeds needs of all company employees.
• Develops, implements, and monitors progress of short-term and long-term goals for all assigned employees.
• Maintains a high level of confidentiality.
• Demonstrates confidence when navigating difficult situations/conversations and advancing ideas.

Critical 25%

• Plans, organizes, and manages regions to optimize dealer support provided by Product Specialists.
• Guides Product Specialists through build out of their demo, training, and other field activities, to increase efficiency and effectiveness.
• Leads in the integration/development of software and other tools, to be used by Product Specialists, intended to improve customer experience.

Productivity / Job Knowledge 15%

• Serves as a positive emissary of NLM at all times.
• Attends high–stakes demos, field days, and other end-user facing activities with the product specialist providing additional expertise and knowledge.
• Leads largest and most critical training events and attends others led by Product Specialists.
• Interacts with NLM personnel, providing insights from the field that will inform immediate and longer-term product development plans, market strategy, marketing communications, etc.
• Participates in product improvement and enhancement efforts.
• Attends and professionally represents NLM at selected regional and national trade shows and meetings.
• Collects field data on equipment use, customer requirements, and industry trends as requested.

Dependability 15%

• Demonstrates a good attendance record; is aware of the impact that missing work will have on the customer as well as co-workers.
• Completes goals/projects on time or ahead of schedule.
• Responds to work assignments and requests by being cooperative and available.
• Follows through and meets commitments.
• Available as a resource to subordinates and/or peers.

Safety 10%

• Follows safety procedures, protocols, policies, and adheres to all SAFESTART concepts, and acts when others are not holding themselves accountable.

Total 100%

CORE VALUES

Act Like an Owner. 20%

• Leads by example and takes ownership in everything you do and or say.
• If you see something, say something and follow through until it's right.
• Treats others with respect and kindness.

Be Interested. Stay Interested. 20%

• Isn’t complacent. Seizes opportunities to learn by participating in activities to increase understanding.

Create Change. Start With Yourself. 20%

• Asks "why", is open-minded, and challenges the status quo.
• Leads and supports changes for the sake of improvement.

Seek New Perspectives. 20%

• Seeks new perspectives from all available sources to challenge your own, and brings them into your decision making process.
• Involves all stakeholders in making decisions. Is open to input from all sources.

Fail Fast. Learn Fast. 20%

• Considers long and short-term outcomes when making decisions.
• Is fearless.
• Readily admits mistakes.

Total 100%

Requirements

Qualifications and Essential Skills:

• Bachelor’s degree in Ag Systems Technology, Ag Business, Engineering, or equivalent combination of education and experience is required
• Up to 60% travel is required
• Extensive experience with Off-Highway equipment
• Experience with product development.
• Understanding of end user industry dynamics
• Business and financial acumen
• Collaborative ability and influencing skills
• People oriented with excellent communication skills, listening skills, and empathy
• Experience as mentor and coach
• Ability to navigate computer systems/databases and create basic spreadsheets and word documents.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, distinguish facts, and draw valid conclusions.
• Acceptable driving record.

• 
  

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to sit and interface with computer systems while maintaining a high level of concentration. The employee is also regularly required to stand and walk while performing the duties of the job. The employee is occasionally required to reach with hands and arms, climb, stoop, kneel, or crouch. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is occasionally required to use hands/fingers to handle or feel. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually quiet unless working in the field. Field work can entail noise, heat, and humidity along with exposure to fertilizer and deicing chemicals. The noise level in the work area is usually quiet, but the employee may be exposed to shop noises for limited periods of time. While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles in the plant shop. The noise level in the plant shop environment is usually loud.