Customer Support and Relationship Manager
22 hours ago
Job Description:
We are seeking a highly skilled Customer Support and Relationship Manager to join our team at Network Recruitment. In this role, you will be responsible for providing technical support to channel partners and customers, addressing issues impacting machine performance, uptime, and technical support capability.
Key Responsibilities:
- Lead efforts to provide technical support to channel partners and customers, addressing issues impacting machine performance, uptime, and technical support capability.
- Collaborate with channel partners to develop and enhance customer relationships, ensuring customer satisfaction through proactive communication and support.
- Deliver training to customers and dealers, equipping them with the necessary skills to maximize product performance and uptime.
- Aggregate customer and dealer feedback, identify common technical issues, and develop response strategies to resolve challenges promptly.
- Monitor and report instances of noncompliance with company policies and procedures, escalating issues as necessary.
- Oversight of the use of the CRM system, ensuring efficient issue resolution and identifying areas for escalation.
- Process and coordinate custom or special orders, working with cross-functional teams to meet customer needs.
- Set clear objectives for customer meetings, delivering presentations and using standard materials to assess customer/dealer needs and interest in additional products/services.
- Lead regular check-ins with key customers/dealers to ensure satisfaction and explore opportunities to offer additional products and services.
Required Qualifications:
- Experience: 4-7 years of hands-on experience in repairs and problem resolution for construction and forestry equipment.
- In-depth understanding of construction and forestry equipment products, including technical specifications and performance standards.
- Strong understanding of the importance of equipment uptime and the impact on customer operations.
- Proven ability to provide technical support and guidance to team members and customers.
- Understanding of warranty processes and related policies.
Estimated Salary: $85,000 - $110,000 per year
Benefits: We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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