Manager Customer Support

3 days ago

Johannesburg, Gauteng, South Africa Recruitment Matters Full time

Our client is looking for a Customer Support Manager to join their team.

You will be executing customer support & service work according to agreed workflows and in accordance with the company group processes and safety guidelines. Delivering excellent customer service to satisfy customers. In close co-operation with customers, distributors, and the company teams, take actions to identify new service business opportunities for the company in the Southern African region.

Responsibility : Technical :

  • Service delivery: Performing service tasks, identifying technical problems, and making analysis through remote or on-site activity in any service categories (installation and commissioning, maintenance, repairs, engineering and consulting, advanced services, extensions, upgrades and retrofits, end of life services, replacements, etc.).
  • Customer approach: Contributing to customer satisfaction by executing service work according to customer order and expectation. Creating and maintaining a good relationship with customers and understanding their needs. Identifying new sales opportunities and communicating them internally.
  • Materials and supply: Coordinating, preparing, and ensuring that all materials, parts, and equipment are available and at the appropriate quality for service activities.
  • Documentation and reports: Preparing all documents and reports to be signed by the customer representative. Reporting work done in a timely manner and following up when needed.
  • Troubleshooting: Proactively identifying potential equipment failures and requesting proactive corrective actions. Troubleshooting equipment failure and making recommendations to avoid repeating the problem in the future.
  • Training: Working on establishing a training calendar with the company team and proactively conducting training for the distributors' service team as per the training calendars.

Commercial :

  • Customer relations management, business network establishment, and sales of the company services according to service portfolio and customer needs.
  • Reaching set sales targets on orders and margins and providing support in establishing a local pricing structure for the company services through the Southern African distributor network within the global framework.
  • Preparing and following up all commercial offers to customers together with the technical support team.
  • Establishing and executing the service sales strategy for the company product within the framework of the global and local strategies.
  • Bringing forward new business opportunities based on customer needs, business forecasting, technical presentations, and participation in seminars and exhibitions.
  • Customer mapping, maintaining and building the installed base mapping, and maintaining and entering leads in the Distributors Salesforce database.
  • Coordination with HO: Working with KOEL's IBG back-end team for customer relations management, conducting service synergy calls with Tier I distributor and HO, and mapping competitor's activities and offerings.
  • Operational excellence: Proactively identifying suggestions for product and quality improvement and communicating them further in the company. Providing recommendations to management to improve operations and customer service.
  • Health, safety, and integrity: Applying safety rules and safe practices as well as environmental responsibilities. Reporting unsafe practices and incidents.

Skills :

  • Effective Team Training.
  • Communication Skills.
  • Problem Solving Skills.
  • Performance Management.
  • Operations Management.
  • Strategic Thinking.

Qualification :

  • NQF 6 level in a technical field.
  • 5 – 8 years in a similar experience.
  • Background: Diesel engines, generators, and previous after sales support experience with Cummins / Iveco / Scania / Volvo / Perkins / CAT Diesel Generator engines will be preferred.
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