ShearCore Service Manager

Posted 1 month ago

Company Overview

Exodus Global is a privately held, family business with deep ties to Superior, Wisconsin. Exodus Global and its companies, ShearCore, BladeCore, Connect Work Tools and OilQuick Americas, have invested in state-of-the-art equipment and a world class manufacturing facility.

Joining our team means joining an organization that believes in innovative design, invests in world-renowned engineering, and prides itself in providing the highest skilled service to our customers.

We are looking to add to our company people who value integrity, believe in teamwork, and understand that we are not just a business…we’re a family.  

Job Summary

The Service Manager is a key role within our Service organization. The successful candidate will focus on supporting the customer by providing excellent technical service for our products. The position will also serve as the primary liaison between the customer, field service, inside sales, outside sales, engineering, and operations. The product line includes Fortress Mobile Shears and Concrete Processors. The successful candidate who performs well in this role will have growth opportunities available within the business. Learn more about Exodus Global. https://exodusglobal.com/

Location: Superior, WI

Pay: Generously compensated; variable dependent upon experience

Duration/Usual Hours Per Week: Full-Time; 40 Hours per week minimum

Number of Openings: 1 Full-Time Salary

Knowledge, Skills, and Minimum Requirements of Employer:

  • This position requires a candidate who has excellent technical and mechanical aptitude with strong interpersonal and communication skills to engage customers and work cross functionally within the organization
  • Strong interpersonal and communication skills with the ability to train others
  • Resourceful and capable of making critical decisions
  • Ability to lift products up to 50 lbs. without assistance
  • Excellent public speaking ability on highly technical subjects
  • Highly organized and self-motivated
  • Microsoft Office applications and basic computer skills 
  • Fluent in English
  • Either of the following – Associates Degree, Hydraulic Certification, minimum of 7 years’ experience working with hydraulic mobile heavy equipment and attachments
  • Ability to understand customer needs, marketing, and sales techniques
  • Working knowledge of hydraulic tools and systems, machinery attachments and/or construction equipment
  • Minimum of 5 years’ experience working on hydraulic mobile heavy equipment and attachments
  • Prefer prior knowledge of principles and applications of hydraulic tools in the demolition, recycling, and construction industry.
  • Proficient use of electrical and hydraulic schematics
  • A strong understanding of the technical diagnostic process
  • Proficient with multi-meter, hydraulic pressure gauges and flow meters
  • Understands and enjoys serving customers/dealers and helping others succeed
  • Ability to work independently

Duties and Responsibilities of the Job:

  • Serve as the lead technical point person for our field service team as well as customers
  • Provide technical assistance for incoming service calls
  • Build strong relationship with customers and partner with engineering and product management in adapting company products to meet individual requirements and specifications
  • Promptly resolve customer issues and maintain good communication channels between the customers and relevant functions within the organization
  • Document issues in the Service Database
  • Coordinate and update the Field Service Calendar and contacting customers and team members on updates and changes
  • Follow-up with customers and other Exodus personnel as necessary regarding repair status
  • Perform technical and operator training
  • Act as the voice of the customer for machine improvement ideas and suggestions
  • Partner with the Inside Sales and External Sales teams to provide excellent service in all customer interactions
  • Provide technical expertise to the customer on attachment applications addressing service-related issues with products.  Interpret technical repair and parts manuals and instruct service personnel in proper maintenance procedures.  Follow up with correspondence regarding problems found
  • Warranty processing as well as overseeing the repairs with dealers and end users
  • Preform monthly service meetings to discuss feedback with the Shear Core team
  • Implement Service Manual updating as well as creating repair procedures and training documents
  • Communicate repair instructions to customer and/or contract service personnel via, telephone, text, or email
  • Promote good customer relations through technical support
  • Schedule and communicate with contracted service providers for repairs or updates
  • Communicate service and attachment performance information to Parts & Product Support, Engineering, and Manufacturing areas
  • Comply with all company policies and maintain a high level of integrity in all interactions within and outside of the company
  • Attend and participate in company sales meetings, training programs, trade shows, and conventions to further education and learning within the industry
  • Perform classroom and hands-on training for maintenance/repairs for up to 30 trainees

Benefits:  Health Insurance, Dental Insurance, Life Insurance, Disability Insurance, PTO, Paid Holidays, 401K Plan with company match

Job Features

Job CategoryExodus Global Service Team

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