Manager Customer Support, Southern Africa
7 months ago
**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 theteam and proactively conduct training for distributors service team as per the training calendars.
**Commercial**:
Customer relations management, business network establishment, sales of services according to service portfolio and customer needs.
Reaching set sales targets on orders and margins and provide support in establishing local pricing structure forservices 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 forproduct 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 withback-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. Providing recommendations to management to improve operations and customer service.
NQF 6 level in technical field
Diesel engines, generators
Previous Experience with Cummins/Iveco/Scania/Volvo/Perkins/CAT Diesel Generator engines will be preferred.
Between 5 - 7 Years
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