Manager – Field Service, USA & Canada
Job Description
Our work is guided by our purpose: creating an energy-resilient world for a better future. This purpose embodies the legacy we bring, with more than 100 years as the global leader in energy resilience, delivering solutions critical to sustain and improve life.
Our teams have the opportunity to provide a critical resource – energy – that ensures safety, security, and independence for people around the world. Our team members are focused on pushing boundaries, continuing to innovate in an ever-changing landscape, and keeping up with the pace required to create solutions for today’s world demands.
Our product range includes engines, generators, power conversion, UPS systems, EV components and electrification solutions, microgrid controls and management, and clean energy solutions that serve a broad spectrum of OEM, residential, industrial, and commercial customers. At Rehlko, you have the freedom to identify, create, and deliver solutions – large and small – that help people and communities thrive in the moments that matter.
At Rehlko, our team members are the essential energy that powers our organization’s success. We are committed to fostering a safe and sustainable work environment where safety is everyone’s responsibility. We empower every team member to actively participate in our Zero Is Possible safety culture by encouraging open communication, proactively reporting hazards, following protocols, and suggesting improvements. Join us in creating an energy resilient world for a better future!
What We Offer
At Rehlko, our Total Rewards programs are designed to accelerate growth, energize performance, and support a culture of inclusion at every stage of life and work. We offer total rewards that are easily understood, recognize results, enable career mobility, and reflect our commitment to valuing diverse needs in a fast-moving world. We provide:
Competitive compensation and benefits
Work-life flexibility
Recognition and rewards
Development and career opportunities
A safe and inclusive workplace
Why You Will Love this Job
The Manager – Field Service, USA & Canada will be directly responsible for oversight, administration, and development of field service activities. This includes warranty administration, warranty escalation, and dealer technical support functions. Act as the key technical support relationship contact for mid-size OEM customers as well as all servicing dealers and distributors. Work closely with the Sr. Manager – Technical Training to ensure curriculum and documents are updated to reflect the needs of the servicing dealers. Responsible for the development of servicing dealers within North America, including dealer identification and onboarding by coordinating with distributors as well as the Sr. Manager Field Services – Technical Training. Manage a team of technical experts who act as the support for servicing dealers as well as perform warranty administration. Divisional responsibility for field campaigns and reworks including the necessary internal, OEM, and governmental reporting. Works under the direction of the Director – Aftermarket Parts and Service, Rehlko Engines.
Specific Responsibilities:
Provide direct leadership for a highly skilled team of 10-15 technical support Service Specialists with the ability to answer the most complex technical product questions and inquiries for gas products globally and diesel products in the US and Canada, Responsibility includes dealing with escalated disgruntled customers, disputed warranty decisions, replacement engine recommendations, and parts look-up support.
Responsible for ensuring the analysis of component failure trends, acquiring the needed related information and sample parts, and providing this information to the business in a timely manner for problem prioritization and resolution.
Manage call center systems with responsibility for system function and data reporting for over 35,000 calls per year. Utilize best practices in call center management and performance measurement to assure alignment with the Rehlko brand.
Maintain and develop communications and social media interactions to address customer technical inquiries and complaints.
Administer warranty policy and processing for the US and Canada, including monthly and one-off reporting responsibility for the quality, manufacturing, and sales organizations.
Represent the interests end customers and service network on new product development teams and in the product lifecycle management process.
Oversee the recall and rework of escaped defective products including internal record keeping and reporting for internal, OEM, and/or governmental agencies.
Serve on Divisional Safety Committee providing business recommendations on safety related issues to escaped quality issues, product designs, and safety warnings in service publications.
Manage, on a continuing basis, surveys to analyze changes in customer requirements and prepare programs for responding to these customer needs in service and parts programs.
Ensure applicable product compliance requirements are upheld including but not limited to the Clean Air Act, California Code of Regulation and California Health and Safety Code.
Reports to Director, Aftermarket Parts & Service; manages Field Service Specialists.
Works closely with production, sales, marketing, inspection, engineering, purchasing, advertising, and legal on service, quality, and technical publication needs.
Maintains daily communication with distributors and dealers, and frequent contact with OEM accounts through calls and onsite visits.
Occasional interaction with end customers and vendors for technical data and field service support.
Requirements:
Bachelor of Science degree or a degree in Business Administration with strong mechanical aptitude. An MBA is desired.
5-10 years of experience with significant service and/or systems responsibility.
Applicants must be authorized to work in the US without requiring sponsorship now or in the future.
About Us
Rehlko proudly offers a rich history steeped in creativity and commitment to our associates and communities, along with competitive benefits and compensation. Our Purpose—Creating an energy resilient world for a better future—and Values: Curiosity, Trust, Pace, and Excellence, are important cultural components that shape the way we work and relate to one another. Learn more about Rehlko at http://www.rehlko.com/who-we-are.
In addition to the investment in your development, Rehlko offers a benefits package including a competitive salary, health, vision, dental, 401(k) with Rehlko matching, and more!?
Rehlko is an equal opportunity employer that prohibits discrimination and will make decisions regarding employment opportunities, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination, without regard to race, creed, color, ethnicity, religion, sex, pregnancy, childbirth, or related medical conditions, genetic information, age, national origin, citizenship, ancestry, caste, mental or physical disability, marital or familial status, sexual orientation, gender identity or expression, genetic information, political belief or affiliation, union membership status, military status, veteran status, or any other characteristic protected by national, state, local, or other applicable laws.
Americans with Disabilities Act (ADA)
It is the policy of Rehlko to comply with all applicable provisions of the Americans with Disabilities Act (ADA) and corresponding national, state, local, or other applicable laws. Rehlko will not discriminate against any qualified associate or applicant with respect to any terms, privileges, or conditions of employment because of a person's physical or mental disability. Rehlko will provide a reasonable accommodation to associates or applicants with disabilities, in accordance with applicable laws. If you have a disability and require an accommodation in the application process or during the course of employment, please contact [email protected]. Rehlko is an equal opportunity/affirmative action employer.
Our Values
Curiosity – Seek, learn, share
Trust – Go farther together
Pace – Focus to go faster
Excellence – Find the win every day