Manager, Product Support- Americas

The Manager of Product Support - Americas at Konecranes is responsible for managing and developing support for Konecranes Lift Trucks. This includes supervising service and repair operations, coordinating technical training for distributor teams, overseeing warranty claims processing, and ensuring high levels of customer satisfaction. You'll also monitor safety incidents and devise ways to enhance service quality.

To qualify for the Manager, Product Support - Americas role at Konecranes, candidates should have a minimum of 10 years of experience in machinery aftersales support or a related field. A strong technical background, particularly in hydraulic and electrical systems, is essential. Additionally, proficiency in Microsoft applications, SAP, and effective communication skills are critical.

The Manager, Product Support - Americas at Konecranes must be prepared for both local and international travel. This may involve visits to customers and distributors to provide technical support and drive business opportunities, making it essential for candidates to have proximity to an international airport.

Konecranes values diversity as a key component of its success. In the Manager, Product Support - Americas role, you will be part of a team that celebrates various backgrounds and skills, fostering an inclusive work environment where everyone can be themselves and contribute to the organization's goals.

Candidates for the Manager, Product Support - Americas position at Konecranes should have advanced skills in Microsoft applications and be knowledgeable in using SAP. Familiarity with project management tools and problem-solving frameworks will also be beneficial for effective performance in this role.

When answering this question, highlight your experience in aftersales support, emphasizing specific roles you've held and the technical challenges you’ve navigated. Discuss how your background equips you for effectively managing product support at Konecranes.

For this question, detail your strategies for maintaining customer satisfaction. You may want to discuss communication methods, responsiveness, and the importance of follow-ups to ensure clients feel valued and supported.

Explain your training methods, including both classroom and hands-on components. Discuss how you assess the capabilities of the team and tailor training to meet their needs, showcasing your effectiveness in improving their skills.

Outline your process for managing warranty claims. This may involve discussing how you interpret company policy, maintain accurate records, and communicate with clients to resolve issues while remaining compliant with Konecranes’ guidelines.

Here, you should discuss how you prepare and organize training sessions, covering the curriculum, tools you use, and how you evaluate participant understanding to ensure the effectiveness of your training.

Think of a specific situation where you successfully navigated a complex service issue. Detail the problem, your thought process in resolving it, and the positive outcome, emphasizing your problem-solving skills.

Use this opportunity to describe your management style, mentioning how you set clear goals, provide necessary resources, and foster an environment of open communication. Discuss specific tools you use to measure efficiency.

Detail the metrics or criteria you use to assess distributor performance. You may also want to explain how you implement improvements based on your evaluations and build solid relationships with distributors.

Articulate your approach to safety training, including how you introduce safety protocols, encourage reporting, and maintain an overall culture of safety within your team and in interactions with distributors.

In your answer, highlight key skills such as technical proficiency, communication, teamwork, conflict resolution, and project management. Explain why these skills are vital to achieving success in the role and contributing to Konecranes’ goals.