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InfoLink District Technology Support Manager

Company Description:

Crown Equipment Corporation, one of the world's largest lift truck manufacturers, offers local support on a global scale with more than 15 manufacturing facilities worldwide and more than 500 retail locations in over 80 countries. Our global sales and service network provides our customers with a local resource for a wide variety of quality material handling equipment, fleet management solutions, warehouse products and support services to meet their needs anytime, anywhere.

Responsible for project management with respect to installation, set-up, training and technical troubleshooting of the InfoLink product within assigned territory. Work directly with InfoLink Support Managers to ensure they have the latest training, product information and support. Act as tier 2 InfoLink support within call center during office weeks. Responsible for InfoLink upgrades, including firmware, software and server support. Visit customers within assigned territory to ensure satisfaction and report issues back to the Service Product Manager.

  • I. T./Software: Work with InfoLink Support Managers and the customer on implementation requirements, install InfoLink software, upload data (employees, certificates, and equipment), and customize default settings to correspond to the customer s application. When Dealer/Branch Insite support is not available, work directly with the customer to train the Administrator, Supervisors, and Technicians on how to manage the system and use the dashboards, reports and alerts available within InfoLink.
  • Technical / Hardware: Assist with and train local dealer/branch with hardware, wiring and mounting installation, as well as post go live checks and firmware upgrades.
  • Document and report implementation progress on SharePoint. Assist with Infolink software upgrades.
  • Work with InfoLink Support Managers to develop strategies to train and develop dealer/branch InfoLink experts at each dealer/branch in your region. Ensure that each InfoLink Support Manager attends Demonstrated Performance (DP) training, and that at least two technicians in each District attended DP Training for InfoLink hardware installation each year.
  • Conduct health checks with existing InfoLink customers and InfoLink Support Managers to ensure customer satisfaction and use of the system. Aid InfoLink Support Managers and customers in the onboarding process. Provide leads to dealer/branch sales and Insite Support Managers regarding additional InfoLink installations, Battery Health Monitor, Audible/Alarm Strobe, Training, Web Services, Custom reporting and service, and other future InfoLink technologies and products.
  • Provide direct support to customers, dealers / branches and internal personnel on InfoLink software questions, managing the database, troubleshooting issues with software and hardware including the InfoLink server and InfoLink modules. Conduct follow-up calls with customers to assist them with analyzing data and setting up dashboards. Report product issues to Service Product Manager.

MINIMUM QUALIFICATIONS

0-4 years' related experience

Must have valid driving privileges

Extensive travel (over 20%)

Extensive overnight stays (over 20%)

Two-year degree in electronics, information technology or engineering. Advanced computer skills, interpersonal skills, and technical field experience in the lift truck industry are desired. Must be willing to travel 2 - 3 weeks per month, self-motivated and comfortable speaking in front of small to medium sized groups is necessary for this position. Bi-lingual language skills would be beneficial.

Work Authorization:

Crown will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas or who need sponsorship for work authorization now or in the future, are not eligible for hire.

No agency calls please.

Compensation and Benefits:

Crown offers an excellent wage and benefits package for full-time employees including Health/Dental/Vision/Prescription Drug Plan, Flexible Benefits Plan, 401K Retirement Savings Plan, Life and Disability Benefits, Paid Holidays, Paid Vacation, Tuition Reimbursement, and much more.

EO/AA Employer Minorities/Females/Protected Veterans/Disabled

#Crown



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