Territory Customer Support Manager
2 weeks ago
**Job Number**
- 68224
**Job Type**
- Permanent
**Job Title**
- Territory Customer Support Manager
**Computer Skills**
- Ms Office
**Industry**
- Agriculture
**City**
- Ekurhuleni (East Rand)
**Province**
- Gauteng
**Major Purpose**
- Achieves marketing unit product support and customer/dealer satisfaction goals in a geographic area of responsibility by developing channel partner technical and product support capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, working with channel partners to manage customer relationships, delivering channel partner/customer training and administering product warranty and other reimbursement policies.
**Major 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.
- 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.
- Administers product support policies and/or processes.
- Tracks and reports competitive performance**Inherent Requirements**
**Technical Skills & Knowledge**:
- Specialized skills, knowledge and abilities needed to perform the essential functions of the job.- Knowledge of dealers and other channels. - Has a good understanding of the principles and can independently use the knowledge.
- Knowledge of dealer product support capacity and competencies. - Performs more complex functions, understands principles, may teach others.
- Understanding of Customer Support Process. - Has a good understanding of the principles and can independently use the knowledge.
- Skill in interpersonal communications, negotiation, and conflict resolution. - Has a good understanding of the principles and can independently use the knowledge.
- Knowledge of products, customers, markets and competitors. - Has a good understanding of the principles and can independently use the knowledge.
**Education**:
Formal education or training required to perform the essential functions of the job. Includes degrees, certifications, licenses and/or registration requirements.- 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)
- Type and amount of experience necessary to perform the essential functions of the job. May include specific roles and/or an understanding of a particular function, organization, industry or product line.- Customer support experience with customer interaction regarding products, parts, and services. - 1 - 3 years
- Field experience with regular customer contact, knowledge of dealer/distribution network, limited geographic area of responsibility, and broad product knowledge. - Less than 1 year
- Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area of responsibility; and focused product-specific knowledge. - 1 - 3 years9
- Practical experience with company machinery and equipment. - 1 - 3 years
- Experience external to company within similar industries and disciplines. - 1 - 3 years
**What Qualification**
- Business/Management / Agricultural Sciences / Marketing
**Minimum Qualification**
- Bachelors
**Status**
- Available
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