We are currently recruiting a Service Manager North America for our client KRONE North America in Olive Branch, Mississippi. This is an excellent opportunity for a tech-savvy, energetic and charismatic leader with a strong track record managing service teams in the agricultural machinery sector or related industries.
Company
Our client KRONE is a world leader in hay and forage equipment with the ideal blend of German engineering, innovation, expertise and customer focus. This family-owned company has become one of the leading manufacturers in the agricultural machinery markets. Established in North America for over 50 years, KRONE NA is headquartered in Olive Branch, MS, supporting customers all over the US and Canada.
About the Role
As KRONE NA is entering a new phase of growth and excitement, they are looking for a Service Manager North America to strengthen their team. In this key position the new hire is responsible for overseeing the development and implementation of service and support processes to ensure excellent service, functionality and customer satisfaction.
As a key member of the senior leadership team the Service Manger North America reports to the COO and will be managing and directing a team of around 25 service, support and office staff, ensuring timely and efficient maintenance, repairs, and support for customers and dealers. Other tasks include development of an after-sales service support structure, integration of digital service tools, and implementation of key market strategies to drive growth. The new hire has the opportunity to incorporate own ideas and vision to help KRONE grow to a new level of Service Management.
This role requires strong teamwork and leadership skills, technical expertise, and a customer-centric approach to service delivery. An open mind for new ideas and digital affinity, as well as solid experience in traditional service management will be of great value. A background in agriculture and/or farming is very helpful to succeed in this role, but not mandatory.
Objectives and Key Responsibilities
- Support company’s short and long-term goals by aligning initiatives in close collaboration with the parent company
- Select, manage, motivate and develop service department staff
- Develop and update department structure and service policies for company efficiency and growth
- Develop and monitor service and warranty-related KPIs and manage associated budgeting
- Address business performance issues like warranty etc.
- Collaborate in product development and testing initiatives as needed
- Establish after-sales service support structure and dealer training programs
- Integrate new service products and digital service tools into the service structure
- Foster strong relationships with company leadership and colleagues
- Assist with warranty claims and customer complaint resolution
- Collaborate with other departments on market strategies and dealer development
- Serve as Product Safety and Liability Coordinator in North America
- Travel domestically and internationally about 30%, including to Germany for training and meetings at the KRONE HQ in Spelle
Your profile
- Preferably degree in Agricultural Mechanization, Mechanical Engineering, or related field
- 10+ years of experience in service or product management, preferably in the agriculture machinery or similar industry
- Strong technical knowledge of agriculture machinery systems, components, and diagnostic tools
- Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team
- Exceptional problem-solving abilities and a proactive approach to resolving customer issues
- Solid understanding of service management principles, including service scheduling, resource allocation, and performance measurement
- Experience in writing routine reports, business correspondence, and procedure manuals
- Proficiency in Microsoft Word, Excel and SAP inventory software
