Area Manager Product Support Ii

6 months ago

East Rand, South Africa Unique Personnel Full time

**Job Number**
- 71160

**Job Type**
- Permanent

**Job Title**
- Area Manager Product Support II

**Computer Skills**
- Ms Office products

**Industry**
- Agriculture

**City**
- Ekurhuleni (East Rand)

**Province**
- Gauteng

**Functional Area**:
**Customer & Product Support**

**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**
- University Degree in an Education / Business/Management. Engineering/Technology / Agricultural Sciences / Marketing 4-7 years 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 4-7 years Practical experience with agricultural machinery and equipment**Note on Competency Translations**
- Competencies are translated for use in other Talent Central modules. Other job profile translations will not be available. Competencies
- Delivering Customer Value: Customer Orientation
- Placing a high priority on the internal or external customer‘s perspective when making decisions and taking action; implementing service practices that meet the customers' and own organization's needs.
- Acting Strategically: Planning and Organizing
- Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, and leveraging resources.
- Making Sound Decisions: Decision Making
- Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
- Developing Talent: Coaching & Developing Others
- Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.
- Engaging & Inspiring: Inspiring Others
- Motivating individuals toward higher levels of performance that are aligned with the organization's vision and values.
- Stimulating Innovation: Innovation
- Creating novel solutions with measurable value for existing and potential customers (internal or external); experimenting with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
- Leading Change: Facilitating Change
- Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace.
- Serving with Integrity and Courage: Earning Trust
- Gaining others' confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges.
- Operating Globally: Valuing Differences
- Working effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; seeks out and uses unique abilities, insights, and ideas from diverse individuals.
- Driving Sustainable Results: Guiding Team Success
- Using appropriate methods and a flexible interpersonal style to build, motivate, and guide a
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