Software Support Center Manager - Aftermarket - 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

Manage day-to-day Software Support Center activities including software updates for Gena trucks, InfoLink wireless updates for Gena trucks, warranty campaigns, software version alignment with Engineering and Product Teams and InfoLink Module firmware updates. Assist global teams to develop processes and procedures for software updates and determine when software should be deployed. Create and maintain a list to predict the amount of on-site labor needed when an update must to be pushed to the field.

Software Support Center Management

Create direction for establishing standards, procedures and support needed for the Aftermarket Software Support Center. Work with global team to develop guiding principles for software updates and software deployment. Manage the aftermarket support center activities, including pushing software updates via cellular and/or wireless connections to Gena trucks, InfoLink wireless updates to Gena trucks, InfoLink firmware updates to InfoLink modules, monitoring updates and supporting technicians in the support center. Monitor support center activity and aim to keep all Gena trucks within two versions of latest release code. Ensure process for trucks that cannot be kept within two versions of latest release code continue to be updateable via bridge code and segmented update processes.

Engineering and Product Team Support

Establish software roll out plans that consider potential issues while providing sufficient sample size to identify issues ahead of global roll out. Collaborate with Engineering and Product Teams on Gena software issues. Review and test future Gena software releases to prepare for mass distribution. Confirm blueprints are setup correctly and truck specific files are not altered to ensure a positive customer experience. Ensure Product teams are involved in first round of truck updates prior to full roll out.

Field Support

Coordinate field updates with DTSM’s when wireless updates do not work, and on-site support is needed. Provide accurate working lists to InfoLink support to reestablish communication when updates are required.

Data Services and Remote Health Support

Collaborate with Remote Health Managers and Data Stewards to repair cellular connectivity and update truck locations. Maintain an accurate list of trucks that are not connected to identify and predict the amount of technician labor needed to update trucks in the field. Work with Data Stewards to ensure Gena trucks currently connected to Wi-Fi are taken off the cellular plan with the status to automatically connect if brought back to cell connectivity. Work with Business Intelligence (BI) Developers to determine service reporting needs to ensure all Gena trucks stay up to date, and to monitor current software versions in coordination with Engineering and Product Teams.

Employee Development

Perform the various Talent Development duties such as creating/revising job descriptions, conducting Talent Development Discussions, rating performance, establishing/tracking goals and completing annual wage reviews. Responsible for coaching, motivating, and developing direct reports to successfully take on additional responsibilities.

Minimum Qualifications

5-7 years related experience

Associate degree (Technical degree)

Frequent travel (6- 20%)

Frequent overnight stays (6- 20%)

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

Valid Passport

Preferred Qualifications

Bachelor’s degree in Business or a combination with a technical degree.

Four to six years’ experience in the aftermarket support function of material handling equipment.

Excellent follow-up, interpersonal, and communication skills.

Work Authorization:

Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.

No agency calls please.

Compensation and Benefits:

Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Parental Leave, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.

EO/AA Employer Minorities/Females/Protected Veterans/Disabled