Natl Accts Fleet Support Mgr - Latin America at Crown Equipment Corporation

Company Description:

Crown Equipment Corporation is a leading innovator in world-class forklift and material handling equipment and technology. As one of the world’s largest lift truck manufacturers, we are committed to providing the customer with the safest, most efficient and ergonomic lift truck possible to lower their total cost of ownership.

Summary

Ensure the Company is the preferred vendor with an assigned group of National Accounts by supporting the user’s Fleet Management and aftermarket requirements.  Manages the relationship from the customer’s corporate level to ensure expectations of performance are met.  Lead key initiatives to ensure the customer is operating at the lowest cost of ownership. Support and assist the company Dealer network to ensure support commitments and expected level of service are being provided to the customer.  Collaborate with other Company departments/managers to create and implement aftermarket processes to maximize the Company’s parts and service revenue generated from each account. When appropriate, participate and support the selling process with assigned accounts. 

Responsibilities

Account Support

Manage key metrics for assigned accounts to track yearly performance.  Work with New Bremen based Customer Service and Fleet Service departments with regards to ongoing support of assigned accounts. Ensure that appropriate Corporate and Local support is being accomplished for each customer according to their needs and Level of Service Guidelines. Primary contact for customer for all aftermarket support issues via all communication channels (email, phone, etc.). Work in conjunction with District Service and Parts Managers to most effectively utilize Company support resources.

Fleet Management

Assist the customer directly with Fleet Management including: Fleetstats, Infolink, work order management systems and/or customer maintenance data. When appropriate, serve as the customer’s Fleet Manager by utilizing the Fleetstats advanced package. Technically analyze fleet data; “Cost per Hour” statistics and overall truck/fleet average, and propose/communicate fleet management solutions to end users / dealer network. (i.e. asset replacement, asset relocatrelocation, etc.).

Account Visits/ Business Reviews / Audits

Routinely visit assigned accounts to provide both sales and service support consistent with the Company’s commitment to the customer.  Identify and work with the Company’s Dealer Network to close any gaps between the levels of support being provided and Company’s overall commitment to the customer. Work directly with the customer and conduct Fleetstats Business Reviews on a regular basis. Conduct maintenance audits and required follow up if required.

Service Support Programs

Collaborate with other Company Managers, Marketing and Service Departments to develop new “Customer Focused” value added service support programs and communication tools that position the company as the preferred supplier when compared to competitors.

Support Status

Develop and maintain the customer profiles and share with appropriate company personnel. On agreed upon intervals, prepare executive summary reports for appropriate Company management personnel regarding status of business relationship with assigned accounts.

Weekend Phone Support        

Provide customer service support to select customers over the weekend.  Perform other duties as assigned.

Minimum Qualifications

2-4 years' related experience

Technical degree or Associate degree (Business, Engineering Sales, Marketing) for the Latin American role

            Non-degree considered if 6+ years of related experience along with a high school diploma or GED

Extensive travel (over 20%)

Extensive overnight stays (over 20%)

Bilingual (verbal and written communication in English/Spanish for Latin American role)

Job requires employee to drive a personal vehicle to conduct company business < 20% per week (8 hours) and/or travel locally between company locations during scheduled workday

Preferred Qualifications

Four year business degree or a combination with a technical degree. Three to five years’ experience in the aftermarket support function of material handling equipment.  Excellent follow-up, interpersonal, and communication skills.  Valid passport.

Compensation and Benefits:

Crown offers an excellent wage and benefits package for full-time employees.  Current benefits being offered include:

• Competitive Wages.  
• Health/Dental/Vision/Prescription Drug Plan with a company contribution to each,
• Health Savings Accounts and Flexible Spending Accounts,
• 401K Retirement Savings Plan:  Crown matches 100% of the first 4% of your eligible pay you contribute to the plan.  You are always 100% vested in the company matching contributions.  
• Company paid Life and Disability Benefits as well as optional supplemental term life insurance offerings,
• Paid Parental Leave,
• 9 Paid Holidays,
• Paid Vacation accrued at a rate based on length of service and position,
• Paid Sick Leave,
• Birthday Pay for Non-Exempt employees,
• Tuition Reimbursement up to $5,250 per calendar year,
• and much more.

If you possess these qualifications and wish to be considered for this position, please complete your candidate profile and submit an application.