Manager Customer Support

3 weeks ago

Johannesburg, South Africa Recruitment Matters Africa 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 customer, distributors and the company teams, take actions to identify new service business opportunities for the company in Southern African region.

**Responsibility**:
Technical:

- Service delivery: Performing service tasks, identifies technical problems and makes 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 understands their needs. Identifying new sales opportunities and communicates 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 follows up when needed.
- Troubleshooting: Proactively identifies potential equipment failures and requests proactive corrective actions. Troubleshooting equipment failure and makes recommendations to avoid repeating the problem in the future.
- Training: Work on establishing training calendar with The company team and proactively conduct training for distributors service team as per the training calendars.

Commercial:

- Customer relations management, business network establishment, sales of The company services according to service portfolio and customer needs.
- Reaching set sales targets on orders and margins and provide support in establishing local pricing structure for The company services through Southern African distributor network within 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, Distributors Salesforce - maintaining and entering leads in database.
- Coordination with HO - Work with KOEL’s IBG back-end team for customer relations management, conducting service synergy calls with Tier I distributor and HO. Also, mapping competitor’s activities and offerings
- Operational excellence: Proactively identifies suggestions for product and quality improvement and communicates them further in the The company. Providing recommendations to management to improve operations and customer service.

**Skills**:

- Leadership 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.
- Languages: English & Afrikaans

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelors (required)

**Experience**:

- sales support in the same industry: 5 years (required)

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