Key Account Senior Service Engineer

About Us:

Logisnext Americas Inc. has supported customers for more than 100 years as a technology-driven forklift manufacturer. In addition to being a forklift manufacturer, we are also a total solutions provider offering scalable products and services from material handling and automation to extensive fleet support.

About the role:

To provide service support to national and dealer major managed accounts for Logisnext products. Position requires extensive contact with dealers, customers, and national account sales personnel primarily through CRM service tickets. Position may require extensive travel. This position is responsible for monitoring product health by identifying, quantifying, investigating, and analyzing quality and reliability problems being experienced by Logisnext products in the field. Position coordinates with other departments to resolve problems and communicate solutions to the field. Provides a monthly report detailing CRM activity and trip report summary.

What you will do:

• Provides technical support to dealer parts and service personnel, other departments within Logisnext Americas.
• Travels to dealer/customer sites to assist dealers and field personnel with problem resolution. Assists dealers with key customer acceptance and satisfaction issues to help ensure future product sales. Provides detailed reports of trip purpose and outcome.
• Provides feedback on a regular basis to National Accounts group regarding product health and open service issues
• Monitors product health to control and helps reduce warranty expense to company. Maintains problem log to recognize problems and quantify concerns. Communicates information regarding specific problems to Service Engineering, Logisnext Design Engineering, Design Center Houston (DCH), Jungheinrich AG, and/or MLA Engineering as situation dictates. Initiates requests for product improvement.
• Coordinates problem resolution with Engineering, CSM, Quality, Prove Design, Parts Authorization. Coordinates field problem investigation and National Accounts specific Service Campaigns. Reports Test Orders (TO) to Service Engineering for Prove Design to evaluate product issues and validate corrective actions.
• Develops product improvements to address product issues and technical information to support solutions. Creates Product Support Bulletins (PSB’s) and HPK articles for distribution in the Americas and SOP’s for internal use.

When & Where:

• This is a full-time role that will require up to 50% travel.
• Hybrid schedule in office 3 days a week