Manager, Field Services

Chervon is one of the world’s largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We design, engineer and market power tools and outdoor power equipment within our brand portfolio- EGO, FLEX and SKIL and for other highly respected private brands. With world-class R&D, design, manufacturing, supply chain, marketing, sales, and service teams throughout the world, we do it all. 

Summary of Responsibilities: 

The Manager, Field Services owns our in-field after-sales service strategy and manages 3rd party service partners.  This role reports to the Director, Consumer Services and will interface directly with key counterparts in North America and China. 

The Manager, Field Services is responsible for important elements of after-sales relationship management with key customers.  This includes new customer onboarding, addressing product challenges, and ensuring that our customers are set up for success over the long term.  Our approach to after-sales service leverages a combination of internal resources (customer service, inside and outside technical service, and sales) in addition to 3rd party partners that help us handle repairs.  The Manager, Field Services and their outside technical service team will work in concert with the other departments and 3rd party partners to provide a best-in-class experience with our company. 

Key Job Responsibilities: 

• Build and manage 3rd party service network comprised of servicing dealers and service partners to optimize geographic coverage and service levels 

• Own and manage service programs 

• Build and deliver customer onboarding and training 

• Develop relationships with fleet and servicing leaders of our key customers and partners 

• Proactively drive sales with existing customers via replacement equipment, consumables, and “share of wallet” opportunities 

• Carefully track performance measures and address challenges to keep service levels on track 

• Collaborate closely with your global counterparts or other department leaders on continuous improvement projects and implementation of new software tools and technology 

• Own planning, budgeting, and budget tracking for your team 

• Be the conduit for early identification of potential quality issues exposed by our customers to our QA team 

• Support successful execution and resolution of product recalls and consumer-facing product notices