Senior Territory Customer Support Manager

3 weeks ago

East Rand, South Africa Unique Personnel Full time

**Job Number**
- 71298

**Job Type**
- Permanent

**Job Title**
- Senior Territory Customer Support Manager

**Computer Skills**
- Ms Office

**Industry**
- Agriculture

**City**
- Ekurhuleni (East Rand)

**Province**
- Gauteng

**Duties**:

- Resolves product and performance issues with channel partners/customers and communicates with factories on appropriate issues and solutions including Customer Satisfaction Index (CSI)/Customer Relationship Management (CRM) and follow-up, and serves as product expert/contact for assigned products.
- Serves as a mentor to less experienced staff and assumes project/team/process/product leader role beyond individual territory.
- Manages efforts in developing channel partner's 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 counseling them on training plans and class enrollment.
- Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and farm shows.
- Administers Company product warranty/Product Improvement Program (PIP) policies and resolves other reimbursement issues.
- Depending on division requirements, may develop channel partner's service management/profitability capabilities.
- Tracks and reports competitive performance.

**Mandatory requirements for the position.**
- Large Agri equipment, machinery, OEMs, construction, farming
- Diesel mechanics

**Required**:

- Knowledge of dealers and other channels.
- Performs more complex functions, understands principles, may teach others.
- Knowledge of dealer product support capacity and competencies.
- Performs more complex functions, understands principles, may teach others.
- Skill in interpersonal communications, negotiation, and conflict resolution.
- Performs more complex functions, understands principles, may teach others.
- Understanding of Customer Support Process.
- Performs more complex functions, understands principles, may teach others.
- Knowledge of products, customers, markets and competitors.**Inherent Requirements**

**Education**:

- Degree in an Education discipline or equivalent experience. - University Degree (4 years or equivalent)
- Degree in a Business/Management discipline or equivalent experience. - University Degree (4 years or equivalent)
- Degree in an Engineering/Technology discipline or equivalent experience. - University Degree (4 years or equivalent)
- Degree in an Agricultural Sciences discipline or equivalent experience. - University Degree (4 years or equivalent)
- Degree in a Marketing discipline or equivalent experience. - University Degree (4 years or equivalent

**Desired**:

- Customer support experience with customer interaction regarding products, parts, and services. (4 - 7 years)
- Field experience with regular customer contact, knowledge of dealer/distribution network, limited geographic area of responsibility, and broad product knowledge. (4 - 7 years)
- Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area of responsibility; and focused product-specific knowledge. (1 - 3 years)
- Practical experience with company machinery and equipment. (4 - 7 years)
- Experience external to company within similar industries and disciplines. (4 - 7 years)

**What Qualification**
- Education discipline or equivalent experience/ Business/Management / Engineering/Technology /

**Minimum Qualification**
- Any

**Status**
- Available

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