Technical Support Manager

Hendrickson is searching for a Technical Support Manager for their Truck Division in Woodridge, IL.
This individual will provide product Technical Support for customers, engineering, field sales organization, marketing, new product teams, and warranty. They will Investigate, report, and resolve product performance field issues.
Other responsibilities include but are not limited to:
• Regularly review field open issues report and assist account managers to bring issues to closure.
• Provide phone support on technical issues for sales engineering, warranty, field sales organization, and customers.
• Negotiate policy settlements, remembering to be fiscally responsible yet customer focused.
• Keep records on field issues, policy settlements and policy parts orders.
• Conduct policy material reviews and assist warranty with material analysis.
• Participate on new product development teams by providing feedback on field product performance, serviceability documentation, and tech publication information.
• Work with development and update of Technical Publications, special field tools, OEM SRT, and other needed materials per SOP 4.4K guidelines.
• Lead the resolution of Prism action items by forming a team, listing action items and reporting progress.
• Travel to customers to investigate product performance issue and obtain field data.
• Develop programs to train Hendrickson field organization and for them to use with customers.
• Work with marketing group to help better understand customer needs and expectations.
• Keep informed on industry trends in service and maintenance through participation in industry events.
• Advocate procedure and process improvements, which will lower warranty costs and overhead.
• Provide continuous improvement through employee development, process improvement, and elimination of waste.
• Provide support and assistance for any other function deemed necessary for the organization and customer assigned by the supervisor.
• Other duties as assigned.
Interested in being considered? The successful candidate will possess:
• 3-5 years in a similar role in medium or heavy-duty truck field and a minimum of two years college or technical school. Bachelor's degree in technical field or business preferred.
• Class A Commercial Driver's License (CDL) or the ability to obtain a CDL.
• Six Sigma Green Belt Certification preferred.
• ASE T5 Truck Suspension & Steering Certification preferred.
• Minimum 5-7-years' experience in medium or heavy-duty truck service.
• Medium and heavy-duty front and rear suspension system product knowledge
• Established industry relationships with OEM's, fleets, and dealers in both service and sales preferred.
• Computer literate in Microsoft Professional Office products (Access, Excel, PowerPoint & Word) and MiniTab.
• Familiar with analytical statistical analysis tools (e.g. G8D analysis, Pareto analysis, Weibull, etc.), high mechanical aptitude and problem-solving skills.
• Must have good people skills and be able to develop good internal and external working relationships.
• Able to act independently, be assertive, take responsibility and handle multiple tasks.
• Capacity to negotiate under high pressure situations, being mindful of the company's bottom-line and the importance of repeat business.
• Good communication skills, both written and orally, with the ability to create and present using PowerPoint.
• High degree of attention to detail, accuracy and meeting timelines.
This role does require:
• Overnight travel at a moment's notice up to 60% of the time.
• Frequent sitting and working at computer for extended periods of time.
Hendrickson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.