Product Support Manager

Position Summary

Are you a team builder? A multi-tasker? A people person, as well as a leader? If so, 4Rivers Equipment wants you to join our team as a Product Support Manager! 4Rivers is seeking qualified candidates for a full-time Product Support Manager position at our Durango, CO location! This position manages the parts and service department to ensure customer satisfaction. 

 

Benefits

1. Medical/Dental/Vision
2. 401K Match
3. Life/ADD
4. Online Learning
5. Paid Time Off (PTO)
6. Asset Investment
7. Employee Discount
8. Customized Career Path

Company Summary

By partnering with 4Rivers Equipment, you become part of a John Deere Award Winning team with over 400 employees in locations up and down the Front Range of the Rocky Mountains. From Wyoming, through Colorado and New Mexico, down to Texas, we work with customers as friends, and focus on getting the job done right. That's being, "Your Working Partner". 4Rivers Equipment is built with positive attitudes and partner-like integrity. We like to get the job done right for our customers, while keeping a fun and team-oriented work environment.

 

Essential Duties:

1. Optimize the Parts and Service Department processes to ensure internal and external customer satisfaction, growing profitable sales, exercising disciplined expense control, attracting and retaining outstanding talent and effectively engaging department personnel.
2. Creates annual Parts and Service Department goals and budget, in alignment with the organization’s financial and operational objectives. 
3. Develops and executes Parts and Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.
4. Recruits, hires, develops, and retains key talent through training and individual development plans.
5. Coordinates customer clinics, field days, and related promotional events. 
6. Negotiate equitable parts and service policy settlements. 
7. Manage work-in-process, pending service work and pending parts documents.
8. Analyze service rework and take corrective action. 
9. Takes the lead in sharing best practices and implementing common processes throughout the Parts and Service Department.
10. Manages all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit. 
11. Ensures the maintenance of the service physical plant and yard areas, mobile equipment, service vehicles, shop equipment and tooling. 
12. Establishes training/learning paths for all parts and service personnel. Determine training programs to participate in based on training budget established in collaboration with Store Manager.
13. Manage the Parts and Service Department safety program.
14. Manage parts product and parts procurement problems.
15. Manages manufacturer’s parts warranties and recalls.
16. Analyze parts process errors and take corrective action.
17. Manage corporate inventory performance objectives.
18. Comply with company policies and applicable governmental regulations.
19. Perform other duties as assigned.

 

Education

1. High School diploma or equivalent experience.
2. In-depth knowledge of equipment technology.
3. Minimum 5 years of experience in an equipment parts or service department (or equivalent experience).
4. Supervisory or management experience.
5. Strong communication, math, and analytical skills.
6. Professional appearance.
7. Team building skills. 

 

Physical Demands

1. Physical Effort: Product Support Manager must be capable of moving objects weighing up to 60 pounds unassisted. They must be able to maneuver on/under heavy equipment and around construction/agricultural sites with loose-footing and irregular terrain. Product Support Managers must be able to operate a motor vehicle both day and night. 
2. Working Conditions: As a Product Support Manager, you must frequently visit the repair shop and parts warehouse to perform many of your tasks and duties. Within the shop, there are hazardous working conditions. There are frequently hazardous conditions such as electrical, mechanical, and power equipment. There is risk of exposure to dirt, dust, grease, mists, fumes, cuts, bruises, strains, loud noises, chemicals such as oils, antifreeze, battery acid, etc. To combat these potential dangers and risk hazards, Product Support Managers must follow strict safety procedures, proper equipment safety, and PPE. 
3. Travel: Minimal 

Regular and predictable attendance and punctuality is vital. Must attend work regularly and to arrive at work on time. Failure to do so detrimentally affects team morale and productivity. 

 

4Rivers Equipment is an Equal Opportunity Employer.