Field Service Support Manager

GENERAL

PURPOSE:

The Field Service Support Manager will be responsible for assisting the service operations of Braun Ability dealers within a designated geographic area. This role requires a combination of technical expertise, strong customer service skills, and the ability to work independently in various environments.

• Provide exceptional dealer support by addressing inquiries, providing technical guidance, and ensuring customer satisfaction.
• Monitor performance metrics and provide feedback to team members to drive continuous improvement.
• Conduct regular dealer meetings to identify opportunities for service improvement.
• Build and maintain strong relationships with dealers within the area.
• Maintain accurate records of service activities and dealer interactions.
• Diagnosis and resolve technical issues, either remotely or at the dealer site, ensuring minimal downtime to the customer.
• Conduct training sessions for dealer staff on the use, maintenance, and troubleshooting of our products and systems.
• Stay abreast of industry trends and developments.
• Adhere to company policies, safety guidelines, and industry regulations while performing service activities. Ensure all work is conducted in a safe and efficient manner.

• High school diploma/GED required. Trade School/Automotive Service Excellence (ASE) certification preferred.
• Minimum of 7 years of experience as a service manager/technician or related role required.
• An equivalent combination of education and experience equal to 7 years will also be considered.
• Strong technical skills with solid understanding of mechanical and electrical systems required.
• Excellent troubleshooting abilities and problem-solving skills needed.
• Previous training & instructional experience preferred.
• Familiarity with the Wheelchair Accessible Vehicle (WAV) dealer channel and specific needs of service personnel preferred.
• Ability to work independently, manage multiple tasks and adapt to changing priorities necessary.
• Exceptional customer service and communication skills needed.
• Strong computer skills to include navigation and typing in Microsoft Office Excel, Word, and PowerPoint required.
• Bi-lingual (Spanish preferred) preferred.
• Valid Driver’s license and a clean driving record required.
• Willingness to travel and work in various locations as required. Expected travel is approximately 40% in the first year, with 30%-35% thereafter.

Braun Ability is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.