National Accounts Field Service Manager

Develon is looking for a technical National Accounts Field Service Manager to join our dynamic and growing team!

Who We Are

Develon, headquartered in Suwanee, Georgia, markets the Develon brand of products which includes crawler excavators, wheel excavators, mini excavators, wheel loaders, articulated dump trucks, material handlers, log loaders, and attachments. With more than 160 equipment dealer locations in North America, Develon is known for its unmatched dedication to service, customer uptime, and durable, reliable products. We are working to achieve a ‘Global Leader in Infrastructure Solutions' by improving products, technology, and business.

We are proud of our products, people, cultural diversity, and professionalism within a national and global framework! Powered by innovation!

For more information on Develon products, visit na.develon-ce.com.

What You'll Do

The National, Government & Key Accounts Field Service Support Manager will manage service support for National, Key Accounts, and Large Governmental contracts. Managing the relationship with New York City Sanitation, National & Key accounts for service, parts, and warranty is a top priority. This role will be the communication link between the Customer and field staff (District Service Managers, Dealers, etc.), also internally with Product Management, Training, Quality, Parts, Sourcing, and Product Liability teams. This position focuses on increasing the uptime of National, Key Accounts, and Large Government Contract machines. Strong relationships will need to be built with the company's dealerships and customers for information, fact-gathering, and sharing.

Regional, National and Larger Government Accounts

• The main focus is to manage the Service and Parts relationship with National, Key accounts & New York City (NYC) Sanitation, to address any warranty, service, or parts issues.
• Document all failures to give fast resolution to down machine conditions.
• Build relationships with all National, Key Accounts, and Large Government contracts to ensure service and parts needs are addressed in a timely manner. Coordinate with the Develon Parts department to make sure the parts supply is adequate to support all accounts.
• Plan, schedule, and execute periodic conference calls with major National, Key Accounts, and Large Government contracts.
• Act as liaison between Develon dealerships and National, Key & Government Accounts for their service & part needs.
• Develop, maintain & conduct product training programs and materials for in-person & virtual delivery for National & Government Accounts Service Managers & technicians, on machine operation, serviceability, Develon Fleet management, diagnostic tools & Software.
• Proactively monitor National & Government accounts fleet on Develon Fleet Management, work with customers & dealers to diagnose & resolve any issues.

Field Mod Administration

• Manage communications with Korea and Norway on all Field Modifications (FM).
• Manage Field Mod process to ensure that relevant FM's are released to National, key, Government Accounts & servicing dealer in a timely and accurate manner.

Call Tracs Management

• Manage the Develon Call Tracs system and ensure that Dealers have the service information they need to Service Develon NAGA heavy equipment in a timely manner.
• Utilize Korean Nex2u system for all service or troubleshooting information that is needed for critical machine failures.
• Report to Develon Quality team all reoccurring issues that need to be addressed with Korean and Norway Quality and Engineering.
• Ensure that Call Tracs input accuracy is maintained to increase the knowledge database for future use by Develon Dealers.

What You'll Get

• Competitive Compensation and Benefits Program
• Health, Dental, and Vision
• Generous Company 401(k) Match
• Free Telehealth Benefits
• Voluntary Supplemental Programs
• Career and Skill Development Support
• Make a direct impact on the success of the organization

What You'll Need to be Successful

• Degree in Engineering or Technical field (Preferred).
• 7+ years' experience, with a minimum of 5 years' experience in the construction equipment industry and managing dealership relationships.
• 5+ years' supervisory experience.
• Strong technical knowledge of Develon Heavy products.
• Strong structural analysis skills, and electrical & hydraulic knowledge.
• Effective verbal and written communication skills.
• Excellent cross-functional teamwork skills.
• Strong time management skills and priority focus.
• MS Office Suite competency.
• Travel: 25 - 50%.

HD Hyundai Infracore North America, LLC. is committed to a diverse workforce and is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 404-354-4094. The Company's hiring location is Suwanee in GA.

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