Director, Product Support- Americas

As the Director, Product Support - Americas at Konecranes, you'll be responsible for directing and supervising the support of our Lift Trucks across various regions. This involves managing the assembly and commissioning of new products, implementing service campaigns, troubleshooting, conducting technical training for service teams, and overseeing warranty processes. Your focus will be on ensuring customer satisfaction, enhancing machine quality, and supporting growth opportunities.

To qualify for the Director, Product Support - Americas role at Konecranes, candidates should possess at least 10 years of experience in machinery aftersales support or similar fields. A strong technical background in hydraulic and electrical systems, engines, and transmissions is essential. Additionally, excellent communication skills, bilingual proficiency in English and Spanish, along with project management capacity are required.

Konecranes prides itself on fostering an inclusive and diverse workplace. In the role of Director, Product Support - Americas, you'll find an environment that promotes teamwork, encourages professional development, and values employee feedback. The company believes satisfaction comes from being engaged in meaningful work and having the support and resources to succeed.

The Director, Product Support - Americas position requires availability for both local and international travel. You will be engaging with customers and distributors across North, South, and Central America, making it essential to visit various locations to provide product support and foster business relationships.

Konecranes emphasizes a customer-centric service philosophy. As the Director, Product Support - Americas, you will be at the forefront of enhancing customer satisfaction by providing prompt, reliable support and technical assistance. This focus on the customer experience ensures that Konecranes maintains a strong reputation and continues to foster business growth through quality service.

When answering this question, highlight your previous leadership roles, focusing on how you managed team dynamics and provided technical guidance. Mention specific outcomes your team achieved under your leadership to illustrate your effectiveness.

In your response, detail a specific incident where you successfully diagnosed and fixed a complex product issue. Clearly outline your thought process and the steps you took to achieve a resolution, ensuring to emphasize communication with clients and follow-up actions.

Express your commitment to a customer-first approach. Discuss methods you use to gather client feedback, the importance of timely responses, and how you address concerns proactively, which aligns with Konecranes' philosophy.

Identify leadership and communication as key skills. Explain how being able to effectively manage diverse teams and communicate complex technical information clearly can positively impact service quality and team performance.

Provide specifics on your past experiences handling warranty claims, including filing processes, interpreting policies, and interacting with manufacturers. Highlight your ability to ensure compliance with company standards, as this is critical for the role.

Discuss your methodology for designing training programs that cater to various learning styles. Include examples of past successful training sessions and the positive effects they've had on service performance and customer satisfaction.

Explain your systematic approach to troubleshooting, including gathering data from clients, using diagnostic tools, and collaborating with team members. Highlight how you stay organized and thorough to ensure quick resolution.

Describe your conflict resolution strategies, emphasizing open communication and mediation. Illustrate with an example where you helped resolve a team dispute effectively, showcasing your people management skills.

Talk about specific projects you managed, detailing your role, the challenges faced, and how you overcame them. Highlight your skills in time management, resource allocation, and delivering projects on time and within budget.

Based on your experience, identify potential areas for improvement within service operations. Discuss your ideas for innovation, process enhancements, and how these could help Konecranes elevate its service quality and customer satisfaction.