CAREERS
Vermeer Heartland is a full-service dealer of Vermeer industrial equipment across West Virginia, Southern Ohio, Eastern Kentucky and Eastern Tennessee. What started out as a single dealership with only three employees and has grown to include five locations and over 60 dedicated team members. With decades of experience in sales, parts and service, the folks at Vermeer Heartland offer a wealth of knowledge – not only about Vermeer equipment but also about the industry as a whole. Vermeer Heartland is proud to have a salesforce who connects customers with subcontractors when a job needs to get done. With a robust parts inventory, on-site customer support and knowledgeable salesforce, this is the kind of service folks have come to expect from Vermeer Heartland.
Open Positions
Service Manager | Knoxville, TN
The Service Manager is accountable for the lifecycle experience related to all service, warranty and telematics. They should be an experienced leader, with a strong technical aptitude and the ability to organize, train and supervise personnel. They must be capable of managing the entire service operation including customer relationships, job dispatching, parts requisitioning, personnel, standards of performance and work output to satisfy customer’s service needs. The Service Manager is integral part of the overall management team. Job responsibilities include, but are not limited to the following;
Service Department Oversight:
- Manages and controls work flow of service technicians. Schedules service work according to priority and maintains an orderly flow of work.
- Primary point of contact for technical support, manage customer and internal needs for tech support or direct communications with service specialist via phone, email and other virtual technologies. Including outside engine and component vendor communication and support.
Technical Support:
- Provide accurate interpretation and description of customer complaint. Provide preliminary diagnosis and validate technician diagnosis resolves customer complaint.
- Able to opens service work orders in EBS system with unique segments for each repair and corresponding job codes. Adds or adjusts segments throughout repair cycle as necessary.
Telematics:
- Oversee the scheduling and dispatching of service work according to priority and maintains an orderly flow of work leveraging the EBS system functionality.
- Manage the parts requisition, back orders and escalation process in cooperation with the Service Supervisor and Aftermarket Manager. Escalate orders as necessary.
Service Parts Coordination:
- Ensure that customers (both internal and external) are properly advised with estimate for necessary repairs; make recommendations for preventative maintenance and upsell opportunities.
- Confirm that warranty coverage has been validated. Cooperate with the Warranty Administrator to ensure that all necessary information, photos, documentation, and return parts are properly maintained. Pursue appeals with vendors wen denied or adjusted beyond acceptable amount.
Service Writing:
- Oversee inspection of rental returns and provide customer estimates for needed repairs.
- Collaborate with Sales team on equipment request forms, equipment transfers and trucking loads between branches.
Warranty:
- Lead the adoption of Best Practices and manage the implementation throughout the service department. Such as; job codes, bar scanning, online and technology driven technical support.
- Develop individual training paths for service technicians and coordinate with the Warranty Manager to achieve training objectives.
Training:
- Responsible for shop cleanliness and adoption and following 5S practices.
- Responsible for the safety of service technicians and maintaining a safe working environment in the shop area and other work areas or customer job sites. Conduct bi-weekly safety and toolbox talk meetings. Follow up on noted action items as necessary.
Quality:
- Oversees the administration of service bulletins, campaigns and IK Kits. Ensures that target goals and deadlines are met.
- Leverage the use of Vermeer Insight (Fleet Management) systems and other technologies enhance the customer experience and upsell services.
- File Quality Notification Forms (QNF) or Return Material Authorizations (RMA) with Vermeer and other vendors as necessary.
- Perform evaluation and provide photos of trade-ins. Responsible for prompt reconditioning of trade-in equipment in accordance with approved scope of work.
- Responsible for ordering and maintaining optimal inventory of shop supplies, fluids, and other misc. parts and service department suppliers such as uniforms, parts cleaner, waste oil, etc…
- Manage personnel of Service Department staff including; problem resolution, time-off request, uniforms, and other areas as needed.
- Perform quality inspection on all completed work. Reviews work orders for accuracy and completeness.
- Oversee activity and appearance of equipment on lot and facility maintenance such as drain and pit cleaning and loading/unloading equipment.
- Oversee resource materials such as; manuals, schematics, work orders, daily inspection records, time cards, etc…
- Ensure that communication between customer, technician, parts and sales are effective. Keep all involved parties informed and ensure timely and accurate communications.
- Ensures that COD customers are managed according to company policy and equipment is secured on yard. Receive payment upfront as required and in full before releasing equipment
- Manage open work order report and collaborate with Service Supervisor to achieve and maintain targets of 3 days to close.
- Participate in and represent VHL with Vermeer corporate personnel in person and on conference calls or projects.
- High level of computer proficiency in Microsoft Office and EBS business operating system.
- Able to multi-task and work efficiently in a fast-paced, high demand role on a consistent basis.
- Ability to sit, stand, lift and twist repeatedly and for extended periods in both internal and external environments.
- General willingness to help others and be a team player.
- Excellent customer service skills, able to handle customer complaints, de-escalate situations, accept criticism, able to turn negative situations into positive experiences and opportunities.
- Must demonstrate excellent people management skills for both internal co-workers and subordinates as well as external customers and suppliers.
- Available on short notice to work overtime as customer demand or VHL operations dictate.
Experience:
- 3-5 years of experience as a service manager/supervisor or equivalent experience.
- 3-5 years of experience with Vermeer industrial equipment or equivalent commercial, agricultural or material handling equipment.
- Demonstrated expertise with Microsoft Office and EBS or equivalent business operating system.
Education:
- 2+ years of formal technical school training in hydraulics, electrical, gas/diesel engines and structural systems or equivalent experience
- 2+ years of formal education in Business Administration or related field or equivalent experience
Service Technician | All Locations
Vermeer Heartland is in search of a Washington Court House, OH based service technician. We are a full-service equipment dealership serving central and southern Ohio. Vermeer is an industry leader in the landscaping, pipeline, organic recycling, utility installation, wood waste processing and tree care industry. We are looking for a dedicated individual who is willing to go the extra step to help grow our service business and continue to satisfy our customers. The service technician will be responsible for repairing and maintaining electric, diesel and gasoline industrial, construction and forestry equipment.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
•Inspects and troubleshoots equipment to assess condition and diagnose repairs.
•Installs, troubleshoots, adjusts, replaces, repairs, and rewires electrical systems and components, such as ignitions, signals, lights, and electrical controls, including computer controlled components
•Adjusts and/or repairs automatic and manual transmissions, differentials, power-take-off drives, clutches, and related drive train components
•Adjusts, disassembles, and repairs or rebuilds drum and disc braking systems, valves, master cylinders, and pneumatic or other hydraulic controls
•Uses welding and cutting equipment to make repairs
•Orders materials and supplies required for maintenance and repair work
•Keeps records of work performed, time and materials used by job
•Performs on-site field repairs to stationary or disabled equipment
•Other duties as assigned.
•Excellent mechanical skills.
•Strong computer skills.
•Excellent customer service skills.
•Ability to assemble and perform maintenance functions on equipment.
•Excellent oral communications and written skills.
•Strong organizational skills.
Field Service Technician- I | All Locations
The Field Service Technician I – will primarily be responsible for performing preventive maintenance (PM’s), field campaigns (IK Kits), diagnosis, and repair, along with some minor fabrication and welding on Vermeer equipment and other similar manufacturers. Work may be performed in the field at customer facilities or job-sites or in one of our shop locations. The Field Service Technician I, works Safely and efficiently using a wide variety of tools and instruments along with working knowledge of, and/or experience with mechanical, hydraulic, and electrical principles necessary. They will hold themselves and others accountable for providing a superior customer experience and upholding Vermeer Heartland reputation with our customers, partners and communities.
Job responsibilities include but are not limited to the following:
Preventive Maintenance / IK Kits:
- Primary accountability for completing Conf.+ and other PM’s along with IK Kits that don’t require major time or exceed resource availability.
- Follow provided instructions for IK Kits. Notify VHL Service leadership or Mfg. of any variance or discrepancy.
- Coordinate with Field Service Supervisor and customer to schedule and complete the work that is due.
- Perform routine Preventive Maintenance on equipment per recommended inspection form. Change oil/filters, lubricate, check operations, make adjustments, notate repairs, follow-up as instructed.
- Visually inspect equipment for safety, wear and tear, missing, damaged and malfunctioning components and features.
- Notate necessary repairs on work orders and advise service management of suggestive selling opportunities.
Telematics:
- Leverage the Vermeer and other mfg. web portals for telematics data to assist in scheduling and delivering services.
- Ensure that telematics records are up to date and accurate and make adjustments where necessary.
- Collaborate with the Telematics Specialist and Service leadership as necessary to improve service delivery efficiency, machine performance, customer experience and lifecycle sales opportunities.
Diagnosis and Repair:
- Independently perform diagnosis based on customer complaint and write-up. Apply product knowledge, professional expertise and recommended procedures to observe and listen to operating machinery to detect malfunctions.
- Conduct repairs and replacement of components based on diagnosis. Follow recommended practices and procedures in accordance with time standards. Continually checking for other necessary repairs or causes of failure.
- Validate equipment operation and run-test machinery as necessary to ensure proper repair and overall operation.
- Accepts assignments from service management. Clarifies uncertain or unclear instructions.
- Proactively and timely seeks out job assignments and further guidance and instruction to avoid delays and unproductive time.
- Utilize personal and Heartland provided tools and equipment such as; hand tools, presses, cranes, fixtures, benches, hose making machine, diagnostic tools, harnesses, pressure gauges, flow meters, etc.
- Efficiently uses computer and other electronic testing devises along with diagnostic software and harnesses, cables, etc. to communicate, download, save and send files for internal purposes and OEM diagnostic/warranty requirements.
- Able to effectively utilize schematics, diagrams, blueprints and other written instructions for diagnostics, repair and/or installation of equipment and components.
- Proficiently use torches, welders, drills/bits, reamers, taps/dies, and other equipment to fabricate and repair equipment and components.
Customer Service:
- Ensure customers equipment is well cared for while being repaired and safeguard against potential damage caused during the repair process.
- Communicates effectively with customer, Heartland personnel and outside vendors. Respectfully, timely, and clearly listens and responds via various methods including; phone, text, email, video, audio and face to face.
- Interacts closely with Field Service Supervisor and Parts personnel to ensure “Right Part” at the “Right Time” for the “Right Price” to complete necessary repairs.
- Consciously alert and takes action to enhance the overall customer experience.
Training and Continuous Improvement:
- Actively participates in routine department and company meetings and training.
- Successfully participate in instructor lead and on-line training courses as assigned for a minimum of 20 hours annually. Includes completing VU Service Fundamentals within first 12 months of employment.
- Seeks out opportunities to learn and develop both product and technical knowledge.
Quality and Safety:
- Takes accountability and pride in quality of work performed. Assumes responsibility for individual rework and actively seeks to reduce their own and others rework.
- Responsible for accurate and timely recording of time, job codes, repair description, parts, supplies along with required customer and equipment information on work orders and other documentation.
- Complete periodic required forklift training and operate forklift safely.
- Properly and safely utilize personal and Heartland provided tools and equipment.
- Maintain tools and equipment, report items in need of repair to Service Management.
- Maintain cleanliness of work area and Heartland property and equipment.
- Demonstrated familiarization with Vermeer products and/or similar industrial, agricultural equipment utilizing mechanical, hydraulic, electrical systems powered by gas, diesel or electric.
- High level of computer proficiency and ability to utilize EBS business operating system and various OEM manufacturers software for diagnosis, repair and work order documentation/processing.
- Able to multi-task and work efficiently in a fast-paced, high demand role on a consistent basis.
- Ability to sit, stand, twist, lift and lower repeatedly and for extended periods in both internal and external environments.
- General willingness to help others and be a team player.
- Excellent customer service skills, able to handle dissatisfied customer complaints, de-escalate situations, accept criticism, able to turn negative situations into positive experiences and opportunities.
- Must demonstrate excellent people management skills for both internal co-workers and subordinates as well as external customers and suppliers.
- Available on short notice to work overtime as customer demand or VHL operations dictate.
- Valid driver’s license and able to meet Heartland insurance providers qualifications.
- 2 years of formal technical school training in hydraulics, electrical, gas/diesel engines and structural systems or equivalent experience.
- 2 years of formal education in Business Administration or related field or equivalent experience.
- 3+ years of experience as a Field Service Technician or equivalent in a dealership environment.
- 3+ years of experience with Vermeer industrial equipment or equivalent commercial, agricultural or material handling equipment.
- Demonstrated familiarization with EBS or equivalent business operating systems and OEM’s diagnosis and repair software.