Crary Industries is seeking a professional, customer-oriented Product Service Manager to join our team. This role will be based in the West Fargo location.

Position Objective:

Supervises all activities in the service and warranty group within Crary AG and Crary Bear Cat. Their primary responsibility will be to provide advanced diagnostics and product issue resolutions in a timely manner. This position provides direct support to the field while being the communication link between the field and internal teams. This position will develop and deliver technical training to team members, dealers, distributors, and partners with the focus of increasing customer satisfaction.

Must exhibit pro-active Product Support efforts for the Crary Product Lines and exhibit enhanced technical aptitude. Individual must be able to work closely with and understand various considerations of the following departments: engineering, production, marketing, and accounting. Individual must have a good functional understanding of customer service principles and the importance of applying them in all instances.

Key Activities/Responsibilities:

• Timely respond to customer calls or electronic communication related to Crary product lines. Obtain pertinent information through fact finding and consultation and evaluate and assess customer’s reported issue.
• Consults with customers to establish needs and offer the most appropriate solutions providing the most gracious and highly professional service with patience and care.
• Provide technical support and troubleshooting to diagnose and resolve product technical issues over the phone, via video chat, or occasionally onsite in person.
• Establish processes and procedures for field quality monitoring and warranty investigations. Review, summarize and report our warranty claim data to determine issue root cause, give recommendations, and document for continued improvement.
• Ensure customer is communicated with through to resolve.
• Coordinate with and communicate well with various internal departments to provide proper service to customers, Sales, Engineering, Production, Shipping, etc.
• Comprehend customer requirements and make appropriate recommendations.
• Build positive relationships with customers. Often are a liaison with customer on behalf of the company, so friendly attitude is required.
• Provide warranty judgement and customer service support for all escalated cases.
• Create service bulletins and product update bulletins.
• Create media tools regarding equipment operation, safety, and service troubleshooting.
• Travel as needed to support service needs in the field.
• Manage warranty budgets and establish warranty and service performance metrics and report monthly.

Education:

High School Diploma or Equivalent, preference given for degree in engineering or mechanical field.

Job experience:

Should have a good fundamental understanding of general equipment and its operation. This understanding is preferably acquired through a time of direct use of the equipment. Individual should have some experience in service-related activities. Experience in Outdoor Power Equipment (OPE) or Agricultural-related products, and some involvement in equipment service is preferred.

Skills required:

• High School Diploma or Equivalent
• Proven customer service technical experience.
• Ability to troubleshoot, test, repair, and service equipment.
• Ability to travel if required.
• Familiarity with equipment and tools.
• Basic computer skills; Outlook, ordering systems, reporting systems/CRM, Microsoft Office Suite.
• Positive attitude and desire to problem solve.

The qualifications listed above are guidelines. Other combinations of education and experience could provide necessary knowledge, skills, and abilities to perform this job.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is occasionally required to stand, walk, sit, use hand to finger, handle or feel objects, tools, controls; reach with hand and arms, climb stairs; balance, stoop, kneel, crouch, talk and hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

To Apply: Submit your application via Indeed or send your resume to HR @ Crary.com

WANT MORE INFORMATION?

You can find more information at www.craryindustries.com or text us at 701-499-5922! We’d love to hear from you!

Equal Employment Opportunity

We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• West Fargo, ND 58078: Relocate before starting work (Required)

Work Location: In person