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July 10, 2024

Field Service Regional Manager | Clearfield, UT

Job Description:
Utility Trailer Manufacturing Company, LLC., a family-owned 110-year-old company, is the long-term industry leader in refrigerated semi-trailers and North America’s fourth largest semi-trailer manufacturer. The Field Service Representative is responsible for observing, documenting, analyzing, and communicating field product problems and opportunities to management in a timely manner. This role involves handling potential warranty claims, anticipating potential design issues, and reporting defects to management using standard procedures. The Field Service Manager can have their base either at Utility’s plants in Clearfield, UT or Atkins, VA, or at the corporate office located in City of Industry, California. Travel to dealer locations in the representative’s assigned territory will also be required. This is an on-site position.
Key Responsibilities:
  • Performs any combination of (but not limited to) the following duties according to specific department guidelines:
    • Establish relationships with and act as counsel and confidant to dealer Service Managers and General Managers/owners in assigned region.
    • Train Dealer Service Managers in assigned region on warranty policies and procedures.
    • Resolve claims submitted by the region.
    • Find and resolve unresolved service-related disputes with dealers and customers.
    • Ensure that dealers are compliant with warranty policy and proper service technique(s) in accordance with Company serviceability standards.
    • Recommend appropriate corporate approved response and then manage projects through to completion, optimizing end-user satisfaction and the Company’s reputation.
    • Recommend new department processes, where appropriate.
    • Create and furnish a written “trip report” of activities.
    • Travel for special projects, as directed. (25-50%)
     
Requirements:
  • High School diploma or equivalent required.
  • Bachelor’s degree in a technical field preferred
  • Proficient with Microsoft Office (Dynamics 365, Excel, Word, PowerPoint) and virtual collaborative tools (Microsoft Teams, Planner, Zoom, Go to Meetings, etc.).
  • Prior manufacturing experience preferred.
  • Familiarity with the Company’s systems and corporate philosophy a plus.
  • Excellent mechanical and diagnostic ability.
  • Ability to prioritize, delegate, and make decisions.
  • Excellent listening, oral and written communications skills.
  • Excellent management skills.
  • Demonstrated experience and skill developing, leading, and managing small teams and working groups in both physically collocated and virtual environments.
  • Demonstrated project management skills.
  • Attention to detail and process orientation.
  • Demonstrated ability to rigorously analyze data and identify trends that enable process and product improvements.
Reasoning Ability:
  • Ability to define problems, collect data, establish facts, prioritize, and draw valid conclusions
Certifications, Licenses & Registrations:
  • Project Management Professional (PMP) certification a plus.
  • Lean Six Sigma Green Belt certification highly desired.

 

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