UniCarriers Americas Corporation
  • 530 - Service Administration
  • Marengo, IL, USA
  • Salary
  • Full Time

Medical, Dental, Vision, 401(K)


Manager, Technical Service

UniCarriers Americas Corporation

UniCarriers is growing! Consider a fulfilling career at a company where you can progress professionally with your level of expertise.

 

Don't let your career go stagnant; take the next step and join our team!

 

Job Description

  • Responsible for managing Product Specialists and delivering prompt and accurate product technical service support to the Dealer network, and continually enhancing communications to reduce UCA response time on product and service questions and issues.
  • Achievement of high Customer Satisfaction (CSI) through improved communication, product information and dealer training curriculum aligned with our dealer expectations.
  • Responsible for timely, complete, organized, and accurate communication of information regarding to significant customer product quality issues to the Customer Quality Improvement cross-functional team throughout the problem solving process for permanent corrective action.
  • Ensures the highest level of Customer Satisfaction through dealer communications, technical publications, technical training and call center responsiveness.
  • Provides effective leadership in changing the company's cross-functional culture from one focused primarily on immediate customer issue support, to one that balances proactive support, immediate support and timely follow-up.
  • Provides effective analysis and permanent corrective measures for continuous improvement.
  • Preserves an environment with customers, suppliers and other departments that foster a high level of commitment to constant improvement in product quality and support.
  • Measures, manages, and improves service call response time and effectiveness to ensure dealer technical inquiries are answered promptly and accurately to deliver information relating to diagnostic procedures, applications issues, spare parts, repair, servicing and general maintenance.
  • Coordinates support efforts through regular communications with Parts, Warranty, Product Engineering, Manufacturing, Technical Publications and Customer Training departments.
  • Provides support to Warranty by compiling and analyzing trends including the provision of statistical data and technical recommendations to ensure the effective identification and resolution of warranty claims for both UCA and major suppliers and vendors.
  • Continually monitors product changes and developments to ensure that the most up-to-date information is available to dealers via the updating and publications of Technical Service Bulletins.
  • Acts as a resource for Product Service Specialists in the effective resolution of Dealer inquiries which may include additional inspection and investigation by UCA, coordinating testing and analysis of returned failed parts and component assemblies, accessing appropriate databases and proper documentation.
  • Effectively facilitates and participates throughout the problem solving process for significant customer product quality issues by communicating the necessary information to the organization in a timely, complete, organized, and accurate manner; thereby ensuring complete transparency of information between field and factory.
  • Develop, document, maintain, and manage to standard processes and procedures to ensure consistency in the performance of the Service Department.
  • Prepares appropriate documentation including written reports; ensure staff documentation is prepared accurately and in a timely manner and will include Warranty Technical Reports, Field Visit Reports and the use of Departmental technical support material including Service and Parts Manuals and the Technical Bulletin Books.
  • Always acts in a professional and courteous manner, representing UCA's highest standards of business conduct; exhibits a positive attitude, sharing information with co-workers as appropriate and works to promote a cooperative, productive teamwork environment.
  • Responsible for Departmental Financial Plan including expense and capital budgets, and continually monitors for adherence to plan.
  • Ensures assigned departments' operating principles meet customer requirements and enhance overall UCA financial performance.
  • Coordinates and conducts staff performance reviews; approves individual staff goals & objectives and establishes training objectives.

 

Job Requirements

  • Bachelor Degree in Business or Engineering preferred.
  • Minimum of five years leadership experience in product technical support and/or quality engineering in the forklift or related industry including automotive or heavy industrial equipment manufacturing.
  • Proven leadership in cross-functional technical problem solving and service/quality related process improvements.
  • Position requires excellent verbal and written communication skills and the ability to handle difficult and demanding situations.

 

Company Overview

UCA's corporate headquarters and manufacturing facilities are located in Marengo, IL which is about 30 miles east of Rockford and approx. 30 miles west of Schaumburg. 

While the UniCarriers name has only been around a short while, the story of our company is, in reality, the history of three companies that span more than 100 years.

  • Barrett Industrial Trucks was founded in 1914, and was a pioneer in bringing a new generation of electric powered equipment to the material handling market.
  • TCM founded the forklift manufacturing industry in Japan, producing the first ever Japan-made forklift in 1949.
  • Nissan Forklift began operations in 1957. With its acquisition of Barrett in 1988, it became the first Japanese manufacturer of all five classes of material handling equipment in the U.S.

Today, UniCarriers provides forklifts throughout the world. The UniCarriers Americas facility in Marengo, Illinois, sets the standard for forklift manufacturing. And we continue to push the envelope, bringing new technology and innovation to our equipment...and the material handling industry.

UniCarriers employs over 4,400 employees worldwide. UCA offers its employees and their families a comprehensive and very competitive benefits package. Benefits that are offered to employees and their families include:

  • Medical, Dental & Vision Plans
  • 401(K) Savings Plan (Including company match)
  • Training & Tuition Reimbursement
  • Flexible Spending /Dependent Care Accounts
  • Health Savings Accounts
  • Company Paid and Optional Life Insurance
  • Short Term and Long Term Disability
  • Paid Time Off and Holidays
UniCarriers Americas Corporation
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