Manager, Field Service Advisor

Job Details

Description

Duties and Responsibilities:

• Effectively communicates strategic vision and company goals to FSA team on a regular basis. Ensures FSAs are informed of departmental and company initiatives as appropriate and are kept informed of the latest technical information.
• Maintains Electronic Dealer Contact Report (DCR), including Service Department evaluation. Updates platform and criteria as needed.
• Responsible for the quality of information on call reports and service department reviews. Maintains detailed dealer visit list for each FSA district.
• Monitors and makes recommendations for dealer visit schedules coordinating with Dealer Care, Customer Care, District and Regional Sales Managers and the Legal Department.
• Ensures that the Field Service Advisor team responds to and resolves dealer questions and/ or problems in a professional manner and accurately documents each issue on the call report and/or telecom logs.
• Continually reviews operational and working practices to develop and improve processes.
• Works with the Training Department Manager to develop training courses and schedule training. Assigns FSA course instruction assignments considering costs and efficiencies.
• Observes workers to ensure compliance with standards and expectations.
• Maintains current knowledge of KMC product line, including technical information on new product.
• Researches product technical diagnostic procedures to be able to provide information to staff. Conducts communication meetings and provides latest technical information to Field Service Advisor team on a regular basis.
• Ensures that Staff is appropriately trained on all the latest products and diagnostic procedures and equipment
• Assists in improving KMC dealer relations by providing solid customer service and expert technical knowledge.
• Works with Field Service Advisor team and Product Support team to determine whether certain technical problems should be covered by KMC warranty or if goodwill should be considered. Authorizes warranty claims in accordance with KMC warranty policies and procedures, while maintaining a customer focused perspective.
• Reviews inquiries from other departments within AKM requesting FSA participation.
• Works with K.O.R.E. data to advise and direct the activities of the FSA Team. Ensures the FSAs are properly utilizing K.O.R.E. data and logging in on a regular basis.
• Provides a monthly summary of FSA activity to Executive Management.
• Supports the unit buy back process including the successful disposition of buyback units while minimizing profit loss.
• Ensures FSA Team supports the sale of KPP through the dealers Service Department.
• Ensures the FSAs work closely with their District Sales Managers to maximize both dealer and customer satisfaction with professional coordinated support.
  
  

Supervisory Responsibilities

Interviewing and hiring, training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Education And Experience

High school diploma or general education degree (GED) is mandatory; a Bachelor’s degree (BA/BS) or equivalent from four-year college is preferred; and minimum ten years related experience and/or training in technical environment; or equivalent combination of education and experience.

Qualifications

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must exhibit excellent oral and written communication skills.
• Must demonstrate the ability to successfully prioritize and organize multiple, competing tasks.
• Must be extremely detail and deadline oriented.
• Must bring energy and enthusiasm to group or team efforts.
• Experience with Kawasaki dealerships and Kawasaki products is required.
• Must be proficient in the usage of service related tools and measuring devices such as: leak down/pressure testing equipment; digital/analog multi meter-electrical testing equipment; KDS and KVCS diagnosis software for fuel injection, ignition and charging systems; mercury manometer/vacuum gage set; micrometers, calipers, telescoping gages, dial bore gage, dial indicators. Must also be familiar with the use of cylinder boring equipment; valve seat cutting equipment; valve guide replacement; fixed and portable mandrel hones; welding equipment; nitrogen pressurizing equipment; and all Kawasaki special tools.
• Must demonstrate expert technical knowledge of complete KMC product line.
• Must maintain current and valid motor vehicle and motorcycle driver’s licenses.
• Must demonstrate a positive attitude; be self-motivated and able to work as part of a team.
• Willingness to accept responsibility and be relied on to perform is a must.
• Attendance must be maintained at a satisfactory level.
  
  

Approximate percentage of travel required: 10%

Computer Skills

To perform this job successfully, you should have solid knowledge and experience working with Microsoft's Word, Excel, PowerPoint, Access software. Must be proficient in the use of DataMart/Access program to develop relevant queries to gather information for auditing, legal, government and FSA reporting and analysis purposes.

Physical Demands

The physical demands described here are representative of those that must be met by an employee 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 employee must occasionally lift and/or move up to 25 pounds.
• Specific Vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus.