Equipment Support Manager

3 days ago


East Rand, South Africa Network Recruitment Full time

Overview

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The ideal candidate for this role will have a strong background in technical support, particularly in the construction and forestry equipment sector. With a focus on delivering excellent customer service, you will be responsible for providing expert guidance to customers and dealers on equipment performance, uptime, and technical issues.

Key Responsibilities:

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  • Technical Support: Provide expert technical support to customers and dealers, addressing complex technical issues and ensuring seamless equipment operation.
  • Customer/Dealer Relationship Management: Foster strong relationships with channel partners to develop and enhance customer satisfaction through proactive communication and support.
  • Training & Development: Deliver comprehensive training sessions to customers and dealers, equipping them with the necessary skills to maximize product performance and uptime.
  • Issue Resolution: Identify common technical issues, develop response strategies, and promptly resolve challenges.
  • Policy Compliance: Monitor instances of noncompliance with company policies and procedures, escalating issues as necessary.
  • CRM Oversight: Ensure efficient issue resolution and identify areas for escalation using CRM systems.
  • Special Orders Management: Process custom or special orders, working closely with cross-functional teams to meet customer needs.
  • Cross-Selling Opportunities: Set clear objectives for customer meetings, delivering presentations to assess customer/dealer needs and interest in additional products/services.

Required Qualifications:

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  • Experience: 4-7 years of hands-on experience in repairs and problem resolution for construction and forestry equipment.
  • Product Knowledge: In-depth understanding of construction and forestry equipment products, including technical specifications and performance standards.
  • Uptime Focus: Strong understanding of the importance of equipment uptime and its impact on customer operations.
  • Technical Expertise: Proven ability to provide technical support and guidance to team members and customers.
  • Warranty Process Knowledge: Understanding of warranty processes and related policies.

Preferred Skills:

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  • Leadership Skills: Ability to manage and mentor a team.
  • Communication Skills: Excellent communication and customer service skills.
  • Troubleshooting Skills: Effective troubleshooting of complex technical issues.
  • CRM Systems: Solid understanding of CRM systems and their role in customer support operations.

Salary Information:

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This is a competitive position with an estimated annual salary range of $80,000 - $110,000 depending on qualifications and experience. The salary will be commensurate with the individual's background and skillset.

About Network Recruitment:

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We are a leading recruitment agency specializing in connecting top talent with exceptional job opportunities. Our team of experts works tirelessly to understand your goals and preferences, ensuring that we deliver tailored solutions that meet your needs.



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