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Territory Customer Support Manager

2 months ago

Roodepoort, South Africa Network International Full time
Purpose of the role:
Achieves marketing Unit product support and customer / dealer satisfaction goals in set geographic areas of responsibility. Develop channel partner technical and product support (hands on) Preempting and resolving technical and/or parts issues impacting machine performance and uptime. Working with channel partners to manage customer and dealer relationships, delivering channel partner / customer / dealer training and administering product warranty and other reimbursement policies.
Major Duties:
  • Frequent travel to assist channel partners / dealers / end users HANDS ON with malfunctioning machinery
  • Resolves product and performance issues HANDS ON with channel partners / customers / dealers and communicates with factories on appropriate issues and solutions, including Customer Satisfaction Index (CSI) and CRM (Customer Relationship Management
  • Manages efforts in developing channel partners product support capabilities (Service ADVISOR, Dealer Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer satisfaction.
  • Delivers product training, technical and/or management training to channel partners, company employees or customers and facilitates channel partner employee development by counselling them on training plans and class enrollment
  • Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and attending shows
  • Administers company product warranty / Product Improvement Program (PIP) policies and resolves other reimbursement issues
  • Depending on division requirements, may be required to develop channel partners service management / profitability capabilities
  • Administers product support policies and / or progress
  • Tracks and reports competitive performance
Skills, abilities and knowledge:
  • Knowledge of dealer product support capacity and competencies
  • Skills in interpersonal communications, negotiations and conflict resolutions
  • FULL understanding of Customer Support Process
  • Knowledge of products, customers, markets and competitors
Education requirements:
  • Degree in Engineering / Technology discipline
  • Degree in Agricultural Science discipline or equivalent
  • Degree in Marketing discipline a plus
Experience required:
  • Customer Support Experience with direct customer interaction regarding producst, parts and services (3 yrs)
  • FIELD experience with REGULAR customer contact, knowledge of dealer / distribution network
  • FACTORY experience with regular interfacing with design, engineering and manufacturing, worldwide geographic area of responsibility and focused product-specific knowledge (1-3 yrs)
  • PRACTICAL experience with heavy machinery, agricultural equipment
How to Apply:

If you meet the above requirements, please send your resume DIRECTLY