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Technical Service Supervisor

Department: 100530 TECHNICAL SERVICE-WP
Location: Milwaukee, WI

Technical Service Supervisor for industry leading snow and ice control manufacturing company.

At Douglas Dynamics, LLC, our employees and our culture are just as important to the company as serving our customers. We believe that our employees are the key to our success and we are looking for a Technical Service Supervisor that is motivated to lead a team of service technicians at our Milwaukee, WI location. This position includes the management of a technical support call center for our North American Dealer Network, curriculum development and execution of our hands-on training with Dealer technicians on diagnostics and repair of our equipment, administering the warranty program and other duties as assigned. If you want to be part of the leading organization in the snow and ice industry, apply today!

JOB SUMMARY: Ensure that Douglas Dynamics distributors and end users receive the highest quality technical services, product information and training. Administer the warranty program and marketing activities with the customer in person, over the telephone or via e-mail.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Ensure that customers receive prompt and correct service when they call for assistance.
    Schedule Technical Service representatives for optimal coverage.
  2. Investigate customer complaints regarding quality, tolerances, specifications and delivered condition of product. Resolve in a manner that is fair to the customer and to Douglas Dynamics. Record, analyze and inform Operations, Marketing and the Sales Department of the status and disposition of customer complaints and claims.
  3. Ensure that the Warranty program is administered correctly through customer contact, data entry and disposition of claims and returned product, limited product repair and report generation.
  4. Ensure that Technical Service Representative are informed of new types, specifications and uses of products so they can communicate with distributors and end users; relay any new specifications requested by customers to the Engineering, Marketing and Sales Departments.
  5. Manage the annual training schools and present training at regional service schools and individual customer locations. Ensure that demonstration products and equipment for factory service training are available.
  6. Manage the application of Douglas Dynamics products on the Sales Departmentís demonstration vehicles. Participate in fit-up checks of current kits on new model year trucks; assign reps to assist Engineering Department in field tests of newly designed products and provide assembled products for photo/video shoots and trade shows for the Advertising Department.
  7. Manage the development of online training modules. Ensure the modules represent the company professionally, legally and are technically accurate.
  8. Manage multiple projects that affect various departments ensuring smooth and timely interaction and execution.
  9. Effectively lead, train, coach and evaluate the performance of the Technical Service Representatives.
  10. Follow all Douglas Dynamics safety rules; maintain safe work area and equipment. Promptly report or resolve any unsafe condition.
  11. Follow all Company rules, procedures and policies.
  12. Manage the operating budget for the department. Ensure the department is exercising fiscal responsibility and getting the most out of the departmentís budget thus saving resources when possible.

OTHER DUTIES:

  1. Provide reports in timely and orderly manner.
  2. All other related duties as assigned.

MAJOR WORKING RELATIONSHIPS: Technical Service Representatives, Customer Service Representatives, end-users, distributors/dealers, sales personnel, engineering personnel, production personnel, shipping personnel and Product Managers.

REQUIRED SKILLS AND COMPETENCIES:

The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical demands and environment listed below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Associateís degree or equivalent from two-year college or technical school; six months to one year experience and/or training in hydraulic and 12V electrical systems; equivalent or education and experience. Able to calculate figures and amounts such as discounts, interest, percentages.

Communication Skills: Able to read and interpret documents such as operating and maintenance instructions, procedure manuals, safety rules. Able to write routine reports and correspondence. Able to speak effectively before the public and distributor/dealer personnel.

Technical Ability: Basic understanding of machinery and equipment related to Douglas Dynamics products. Capable of hands-on work with equipment.

Computer Skills: Able to operate a computer system including all current Microsoft Office Products.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

License: Must have Valid State driver's license, have the ability to meet DOT requirements to operate a DOT registered vehicle, and have the ability to obtain a passport for business travel outside the U.S.

Physical Demands: Able to talk and hear. The employee will frequently stand, walk, sit, reach, grasp, feel, climb, stoop, kneel, crouch or crawl. The employee must regularly lift and/or move items up to 10 lbs., frequently lift and/or move up to 25 lbs., and occasionally lift and/or move items up to 50 lbs. To successfully perform the essential duties of this job the employee must be able to see with close vision, color vision, depth perception, and to adjust focus. Must be able to travel long distances by commercial carriers.

Work Environment: Most of the work takes place in a normal office environment. However, in visits to the plant or engineering lab, there is frequent exposure to moving parts, occasional exposure to fumes, airborne particles, outside weather conditions, and some risk of electrical shock and vibration. Noise level is moderate. Must be able to travel to distributor locations, Trade Shows, and other DD locations when assigned.

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