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Manager, Technical Services

Visalia, CA
 

Purpose

To supervise the technical support function at the branch level.  To develop, implement and administer service related support for the branch and its dealers.

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Duties and Responsibilities:

  • Serves as a technical liaison with dealers on technical issues pertaining to product service, parts usage, or related areas. 
  • Develops communications pertaining to common service problems and distributes as needed.
  • Supervises performance, training and work of technical department, as appropriate and assigned.
  • Develops training programs and aids in a variety of printed and electronic media formats.  Conducts in-house and on-site training and service seminars for dealers
  • Reviews warranty claims from dealers and processes claims for reimbursement or payment.  Maintains records of transactions and reports to STIHL Inc.  Stays abreast of warranty reimbursement laws by state and communicates changes to STIHL Inc.
  • Maintains liaison with STIHL Inc. technical services to report common or unusual technical problems and to keep abreast of new developments or changes.  May coordinate service schools and training with technical expertise at STIHL Inc.
  • Repairs or inspects the repair of stock, dealer, or customer owned equipment.  Approves/disapproves repairs and processes records. Coordinates product reworks and testing procedures with STIHL Incorporated Engineering/Quality Services.
  • Receives customer service reports, calls, and complaints and researches solutions for specific problems.  Provides written or verbal solutions as required.
  • Inspects, repairs, and otherwise maintains branch supply of products, parts, and accessories used for demonstrations at dealer, sales meeting, and training locations.  Ensures working order and appearance of all items concerned.

Position Requirements:

  • High school diploma or equivalent plus additional training in 2-cycle and or 4-cycle engine.
  • 5 years of related experience.
  • Proficiency in Microsoft office suite.  Basic computer knowledge a must.
  • Basic knowledge of O.P.E. industry
  • Minimum of 4 days per month of overnight travel by road and/or air.

 


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EOE/ Drug Free Workplace

*A majority of STIHL gasoline-powered units are built in the United States from domestic and foreign parts and components. "Number one selling brand" is based on syndicated Irwin Broh Research as well as independent consumer research of 2009-2017 U.S. sales and market share data for the gasoline-powered handheld outdoor power equipment category combined sales to consumers and commercial landscapers.