Field Technical Manager

Job Purpose

The Field Technical Manager (FTM) role supports the Power Equipment dealer network to establish Honda brand value, customer, and dealer satisfaction. Maintaining and promoting customer retention and repurchase of Honda Power Equipment products by providing in-person and Techline support to Honda dealerships. FTM’s are responsible for prompt reporting of technical issues and resolutions in the market for further follow-up review by our quality analysis staff. This role will include working on DC Electric Vehicles and Internal Combustion Engine (ICE) products. This position will be based in our Alpharetta, GA office location and requires frequent overnight travel, including unplanned spur-of-the moment travel to address high priority cases.

Key Accountabilities

• Provide in person technical support to protect the customer, dealers, Honda brand Image
• Resolve product issues working with the Customer Service and Techline teams while providing timely reporting of product issue and resolutions back to the quality team.
• Support Techline function through taking in-bound calls during scheduled shifts
• Administer customer goodwill and manage warranty claim authorizations
• Provide support as needed for warehouse projects, special investigations, and other events or projects when requested

Qualifications, Experience, and Skills

• Required Work Experience:
  • 3 years minimum dealership experience required
  • Extensive experience in the repair and servicing of power equipment products
  • Technical experience working with DC/EV power products preferred

• Required Education:

• High School graduate with a background in repairing Power Equipment
• Associate’s degree, Trade School Certificate or equivalent work experience

Decisions Expected

• Customer goodwill expenditure (supporting customer through AHM goodwill budget)
• Plan dealer visits using current data gathered from Techline and Customer relations contacts.
• Technical repair troubleshooting & dealer direction via phone and/or in person visits.
• Timely reporting of problems and repairs for faster future repairs and to support future development.

Working Conditions

• This position reports to the Aftersales Experience division located at our American Honda office in Alpharetta, GA and requires as much as 75% travel with long distance driving, air travel and overnight hotel stays. Will be responsible for scheduled Techline duties. This position will be based either from our AHM Alpharetta GA office or from associate’s home office depending on assignment. Visiting and working in Honda dealership service environments with varying working conditions. Requires customer relations skills to meet and talk with customers (in person and over the phone). Ability to motivate and coach dealership personnel to improve customer experience. Extensive computer work and cell phone time to stay in communication with AHM staff and dealership staff.