Regional Service Support Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Conduct visits to end-user customers alongside field staff, providing valuable feedback to factories and dealers to enhance service quality and customer satisfaction.

• Facilitate quarterly update calls with dealers concerning factory initiatives.

• Address customer issues related to perceived premature product failures by utilizing established policy assistance.

• Organize training seminars at end-customer locations on the safe and proper use of Elgin and Vactor products.

• Engage in scheduled team calls with internal Federal Signal personnel.

• Offer sales support through a technical assessment of application inquiries.

• Evaluate dealer technical information libraries and instruct dealers on how to find technical information.

• Train, mentor, and assist dealers with service tools, systems, warranty claims, and new machine startup documentation.

• Maintain a database detailing dealership service technicians and their training levels.

• Monitor dealer adherence to warranty policies, procedures, and claim submission standards.

• Ensure dealers fulfill service and product safety campaigns.

• Review and clarify returned and rejected claims with dealer management.

• Report findings from visits, achievements, and follow-up requirements to management.

• Document service issues in the ESG Service Cloud system.

• Conduct annual service evaluations and collaborate with dealer management and the ESG Dealer Development Team to create corrective action plans.

• Verify dealer warranty retention systems and inspect warranty parts.

• Provide technical maintenance and repair training to dealership staff and end users.

• Assist dealer technicians in diagnosing and repairing Elgin Sweeper, Vactor, and Truvac products.

• Repair direct-channel equipment when other repair resources are not available.

• Supervise dealer technicians in product repairs and problem-solving.

• Execute other assigned duties, tasks, and special projects.

⛳️ Requirements

• A bachelor's degree or higher.

• A minimum of 5 years of experience in vehicle service, vehicle repair, fluid power, electronics, or related technologies.

• Proven experience in troubleshooting and repairing Elgin Sweeper, Vactor, and Truvac products.

• Competence in providing technical maintenance and repair training.

• Proficiency in using service tools, systems, warranty claim systems, and service documentation.

• Ability to assess technical applications and support sales efforts.

• Capability to supervise and develop dealer technicians.

• Willingness to travel to dealer and end-user customer locations as necessary for job responsibilities.

🏝️ Benefits

• Eligibility for an annual bonus.

• Life insurance coverage.

• Medical insurance plans.

• Dental insurance options.

• Vision insurance availability.

• Paid holidays.

• Paid vacation time.

• 401(k) plan with matching contributions.

• Tuition reimbursement programs.

• A smoke-free, drug-free workplace environment.

• Opportunities for career advancement.