Vermeer Corporation Corporate Accounts Service Support Lead in Pella, Iowa
You’re not likely to find another company like Vermeer. Our people are from all walks of life in locations around the world, rolling up our sleeves and getting tough work done every day. Together. We’re a family-owned and operated company with an unmatched culture, one that is built on the belief that every Vermeer team member has real, personal impact – on our people, our customers and our world. Whoever you are and where you are in your career, Vermeer helps you be Equipped to Do More®.
1 - First Shift
The Corporate Accounts Service Support Lead oversees inbound and outbound communications pertaining to service, parts, warranty, and technical training in support of Corporate Accounts. This role provides world class customer support by coordinating field support activities between accounts and dealers to maintain strategic and effective relationships with nationally and/or internationally based customers. This position helps to establish and implement procedures, internally and externally, to assist engineering in equipment and solution design.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Exhibit the Vermeer characteristics of caring culture, demonstrating agility, customer focused and stewardship while modeling the associated behaviors.
Assist Corporate Accounts and dealerships via phone and e-mail with various issues including machine troubleshooting, parts questions, warranty repair consideration, and others. Research machine issues and coordinate field repair issues with servicing dealer, engineering, and product records.
Coordinate and participate in travel to Corporate Accounts and Vermeer dealer locations, both domestically and internationally, to help with technical difficulties, training, and service processes.
Develop and implement strategic, productive, and trusting relationships with key decision makers and Corporate Accounts Managers to identify and execute opportunities to enhance overall partnership. Review and assist with customer retention type activities when needed.
Develop and implement Lifecycle strategies pertaining to parts and service support in coordination with Corporate Accounts Manager and Lifecycle team. Document and facilitate campaign completions and segment reporting.
Oversee and make decisions on warranty reimbursement when disputes arise.
Education and/or Experience
- Bachelor’s degree in Business Management, Engineering, or related field with a minimum of 7 years of service-related experience; and/or equivalent combination of education and experience.
Other Skills and Abilities
Knowledge of Vermeer equipment and parts, and in the area(s) of service, sales, warranty, engineering, quality, and Vermeer dealer network.
Ability to provide informative and professional assistance when working with the public/customers and co-workers and maintain positive interpersonal relationships which encourage openness.
Ability to create accurate, professional and error-free documents in a timely manner.
Demonstration of good oral and written communication skills.
Ability to evaluate a negative situation and turn it into a positive situation.
Ability to provide customers with high level of customer service.
Up to 50% domestic and/or international travel by car or plane may be required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status. Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact Team Member Solutions in human resources at (641) 621-8767 or at firstname.lastname@example.org.
Our reach is global, our impact is personal. By joining Vermeer, you won’t just be making the right step for your career. You’ll be making a real, personal impact on our people, our customers and our world.
Impact Our People: You’ll find teams of hardworking people who take pride in their work, pride in each other and pride in the principles that guide them. Our team members are diverse, talented and driven to continuously learn, improve and innovate, both for our company and for their careers.
Impact Our Customers: Whether our customers are operating small stump cutters in their backyard or giant surface mining equipment in Australia, they make progress happen. Our team members are constantly turning up new possibilities and collaboratively innovating to keep our customers and the people they serve on the leading-edge of progress around the world.
Impact Our World: At Vermeer, we believe in giving back and helping people and communities. We’ve held that belief from our founding in 1948. Our reach extends from offering impressive benefits that help our team members and their families live well, to supporting our local communities through volunteer and community investment programs. Our impact is also experienced by the way our customers use Vermeer products to make a difference. Vermeer equipment is used all around the world to keep people connected to life necessities, such as water and electricity, harvest the feed that nourishes a vibrant food supply and effectively manage precious natural resources that improve our quality of life.