Job description

Palfinger Service Manager – Council Bluffs, IA

The PALFINGER values of People, Entrepreneurship, Respect and Learning, are more than words. We strive every day to create and support an atmosphere of collaboration, transparency, empowerment, and customer focus so our greatest assets, our people, will be able to harness their passion, drive, and motivations to make a big impact!

As an international group PALFINGER offers its customers around the world hydraulic lifting solutions at the interfaces of the transport chain. As a member of the PALFINGER North America Region (https://www.palfinger.com/en-us), PALFINGER continuously pursues our vision of being the preferred provider of truck equipment throughout North and Latin America.

PALFINGER is seeking a strong candidate familiar with mechanical, hydraulic, and electrical systems to join the team and work out of our state-of-the-art manufacturing facility in Council Bluffs, IA. If you like contributing your talents, being rewarded for strong performance and enjoy the satisfaction of accomplishment, then we think you have found the right place to come and build a future. It is our belief that you will join a company with a strong heritage and more importantly, a strong future.

Job Summary:

The Council Bluffs Service Manager will be responsible to provide exceptional customer service to our customers by leading and developing a team of representatives in all three areas of the service department. This includes the spare parts, warranty and technical support departments providing support for the North American market of products; PALFINGER Service Cranes, Crane Bodies, Compressors, and Liftgates. The ideal candidate will work closely with our service partners in the areas of after sales service support. The position is a high-level service support role that requires experience and the ability to manage and handle a highly demanding environment.

This role reports to the Regional Director Customer Service, offering a competitive compensation package and opportunity for on-going career growth.

Primary Responsibilities:

• Manage Spare Part Department with tasks such as:
• Customer inquiries via phone calls, emails, & fax regarding price and availability of products.
• Understanding and promoting of order and return policies to distributors.
• Provide distributors with open order and delivery status.
• Provide part recommendations to customers based on information experience of demand requests.
• Assist Distribution Support Representative to manage through conflicts.
• Act as primary contact between sales, customers, and production.
• Shipping error corrective actions.
• New distributor setup.
• Maintain delivery rates, stock, and reports.

• Manage Warranty Department with tasks such as:
• Assist Warranty Specialist with conflicts.
• Knowledge of all current warranty and order policies.
• Knowledge of product registration and e-claim processes.
• Review monthly warranty reports with Warranty Specialist.
• Drive training of distributors in all warranty procedures.
• Handle distributor appeals in a fair professional manner.
• Monitor incoming return goods authorization (RGA’s) and make sure they are completed in a timely manner.

• Manage Technical Support Department with tasks such as:
• Assign and approve service bulletins.
• Update documentation as necessary. (spare part catalog, owner / install manuals, etc.)
• Identify distributors for on-site training with technical reps.
• Provide support for logistics and travel for technical team.
• Identify repeat issues and work with engineering to find solutions.

Qualifications:

• 5+ years of years of experience in the areas of mechanical, hydraulic, and electrical systems
• Technical training and education in mechanical, electrical, or hydraulics would be an asset
• Strong technical knowledge with the ability to read and understand technical specifications
• Ability and willingness to travel within the Region North America and to PALFINGER headquarters in Europe
• Must be well organized, a self-starter and career-minded individual
• Excellent customer service skills are a must
• Strong computer skills and proficient in MS Office products
• Ability to work an entire shift in an office, hot and/or cold industrial manufacturing environments
• Stand, walk, climb, balance, kneel, crouch, crawl and sit
• Use of hands/fingers to feel or handle equipment/tools
• A second language skill (German, Spanish, or French) could be an asset
• SAP experience preferred but not required.

What We Offer:

• Competitive compensation
• Comprehensive Benefitspackage with flexible options
• Opportunity for continuous learning and career growth
• Environment of Respect, Integrity, Openness, Inclusion and Support

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

HYBRID WORKER CONSIDERATION:

• The candidate who is selected for this position must have the capability to work from the office and home in a designated work area with company-provided technology equipment.
• This position will require traveling.
• This job posting is designed to describe the general nature of work performed by employees within this classification. It is not designed to contain a comprehensive list of all responsibilities required of employees assigned to this job.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Day range:

• Monday to Friday

Shift:

• 8 hour shift
• Day shift

Application Question(s):

• How many years of experience do you have reading and understanding technical specifications?

Education:

• High school or equivalent (Required)

Experience:

• mechanical, hydraulic and electrical systems: 5 years (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person

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