Why work for Manitou Group?
Manitou is purposefully committed to you, its people. Based on a “One United Team” focus, we internationally cultivate our purpose-driven and agile work environment. As an equal opportunity employer, we cultivate, build and elevate our more than 6000 employees and their diversity across more than 30 countries we operate in. There are 6 main plants with locations in France, the USA, India, Italy and more than 30 subsidiaries all around the world.
Are you looking for a new opportunity? Join us to be part of our continuous success.
VISION AND KEY STAKES:
Regional After Sales Manager, manages and promotes the service policy within a network of subsidiaries and/or dealerships in a designated geographic area. They manage, organize, and prepare after-sales service activities (warranty, training, technical support, etc.).…) of his sector.
The Regional After-Sales Area Manager is responsible for streamlining distribution subsidiaries and dealer’s after Sales operations across its region . By ensuring all after-sales departments meet Manitou Group criteria for autonomy and efficiency, so that they ultimately ensure the satisfaction of customer users of the area.
DUTIES AND RESPONSIBILITIES:
Network Management
- Provide functional management and define/monitor annual action plans for After Sales Managers in subsidiaries, in line with the Service and Solutions division’s policy.
- Conduct periodic visits to subsidiaries, dealerships, direct clients, or key accounts, and propose solutions for workshop and customer management organization.
- Verify the deployment of technical documentation, tools, services, and equipment within the network.
- Establish and monitor the implementation of integration and training plans for new dealers and existing technical populations (including process training, IT tool access, and knowledge assessment).
- Evaluate networks against the standards of the DEP (Dealer Elevation Plan) program and establish audit reports.
- Maintain the network’s level of “product & service knowledge” and inform internal departments of network developments, noting country-specific particularities (laws, languages, cultures).
Customer Relations & Technical Support
- Manage, analyze, and provide appropriate responses to technical support requests from the network or direct clients, relying on internal or external experts as needed.
- Analyze, process, and resolve disputes between dealers/subsidiaries and customers/key accounts.
- Compile technical files (via the ASSIST “Problems process”) to support the development and implementation of technical solutions by the Product Support Quality department.
- Participate in on-site expertise or intervention for technical anomalies and in contradictory expert assessments (legal disputes).
- Participate in network animation activities (e.g., Service Days, trade shows).
Warranty and Quality
- Warranty: Manage the guaranteed activity of the sector, including analysis of dashboards, discrepancy verification, implementation of corrective actions, and presentation of analyses/action plans. Ensure the warranty policy is implemented in accordance with ISO certification. Process commercial warranties and manage the deployment of modification campaigns.
- Product Quality: Report on the quality and conformity of products delivered. Submit structured files via the ASSIST “problem” process for required preventive or corrective actions. Follow up with dealers on inquiries, returns of damaged parts, or quality issues. Contribute to the CSC (Customer Satisfaction Committee).
Training and Service Development
- Manage training plans for the network, coordinate “off-program” training requests, and occasionally lead training sessions for clients.
- Promote the service offering (extended warranty, Easy manager, financing) and associated services (maintenance contracts).
- Collaborate with the Marketing Service in the development of new service offers and monitor associated costs.
- Identify needs and formalize recommendations for the development of service activities in active sectors.
Authority
- Appropriate intervention in situations known to be potentially dangerous (based on knowledge, training, or qualifications).
EXPERIENCE & COMPETENCIES :
- A Master’s degree in Engineering..
- Proven and successful experience in managing dealerships and/or clients. Experience in after-sales service in handling, agriculture, construction, or heavy goods vehicles/automobiles.
- Skills & Knowledge :
- Technical: Knowledge of hydraulics, electricity, internal combustion engines, and mechanics.
- Languages: Fluent English required; proficiency in a second language highly valued.
- Other: Proficiency in computer tools and advanced AI, knowledge of how a distribution network works.
- Internal Interactions : After-sales service, sales, quality, warranty, hotline, technical training, subsidiaries, unit price, marketing, etc.
- External Interactions :Dealers, customers, suppliers.
LOCALISATION AND TRAVEL EXPECTED:
- This position is located in India.
- Travel up to 30-50%
