Product Service & Training Manager

PRODUCT SERVICE AND TRAINING MANAGER

Overview:

Coordinate resolution of field product issues with OEM and distributor customers and factory personnel. Provide product sales and service training programs for internal and external audiences. Support development and updates of technical product resources such as parts and service manuals, technical documents and service bulletins.

Essential Functions/Responsibilities:

• Function as a Subject Matter Expert (SME) on the entire Arrowhead Winch product line, including BRADEN, CARCO, and Gearmatic brands.

• Diagnose and resolve product issues with Winch Customers, over the phone or on-site. 
• Travel to provide on-site customer repairs and product training.
• Ensure warranty policies and procedures are properly implemented by reviewing warranty practices, aiding in the resolution of warranty problems, and recommending improvements.
• Assist in the review of warranty reports recommending policy adjustments. 
• Assist with the creation and revision of technical resources such as parts and service manuals, technical documents, service bulletins, videos, etc.
• Maintain the technical accuracy of information presented in publications resulting from engineering or other departmental changes.

• Consolidate, archive, and organize current and historical product information.

• Serve as a liaison to product engineering for product improvements based on field data.
• Serve as a liaison to quality and manufacturing for product improvements based on warranty issues.
• Support the evaluation of returned products, including defect and root cause analysis.
• Assist with developing methods to perform product repairs. Develop curriculum, implement and perform technical service training programs for customers and end users, both in person and online (live webinar and recorded). 
• Develop curriculum, implement and perform technical service training programs for customers and end users, both in person and online (live webinar and recorded). 
• Develop curriculum, implement and perform product and application focused training programs for employees and customers.
• Research new training techniques and suggest enhancements to existing training programs to meet the changing needs of the organization.
• Implement all necessary safety protocols during training.
• Work in a positive, professional, and team-building manner with customers and other departments.
• Perform other duties as assigned.

Qualifications:

• Bachelor’s Degree in Business, Engineering, Communication, or a similar field
• Minimum of three (3) to five (5) years of experience in technical support and/or training role

• Minimum of 3 years coordinating resolution of field product issues with distributors, customers, and OEMs.
• Experience understanding and communicating complex technical information
• Excellent written and verbal communication skills
• Must possess mechanical experience with product and technical service knowledge.
• Strong interactive presentation skills, including use of Microsoft PowerPoint
• Excellent communication skills, verbal and written, with the capability to write and update technical publications.
• Must be able to travel 25-40%.

Preferred Qualifications:

• Assembly and Machining Background
• Working knowledge of trouble-shooting practices, maintenance routines, hydraulics, mechanical failure terminology, and metallurgy
• Gearing, including both planetary and worm gear applications Knowledge of compliance to regulatory requirements, such as those set by the American Petroleum Institute (API), the American Society of Mechanical Engineers, Society of Automotive Engineers (SAE), etc.
• Background in manufacturing, with special preference for experience with hydraulics and power transmission products, or mobile crane and construction equipment markets
• Knowledge of Microsoft Applications (Outlook, Excel, Word, PowerPoint)

Physical Demands and Work Environment:

• Must remain in a stationary position (sit/stand) for extended periods. 
• Must operate a computer for extended periods. 
• Must have adequate vision for computer work and reviewing documents. 
• Must be physically capable of lifting, up to 50 lbs., occasionally. 
• Must be physically capable of using assembly tools and other equipment.
• Must be physically capable of occasional bending, squatting, or stooping.
• Must be able to hear and speak clearly for effective communication. 
• Must be physically capable of standing for extended periods in shop environment.
• Must be physically able to be around electrical and heavy equipment.
• Must be physically capable of handling and inspecting parts.
• Must wear required PPE when in applicable areas.