Territory Customer Support Manager
1 week ago
Duties:
- Achieves marketing unit product support and customer/dealer satisfaction goals in a geographic area of responsibility by developing channel partner technical and product support capabilities, 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.
- Lead teams that deliver product/service information; adhering to predefined messaging/positioning of products/services.
- Aggregate customer/dealer issues and collate the most commonly raised issues in order to create/develop a response strategy.
- Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
- Provide fault isolation and resolution for complex challenges to limit and address issues promptly.
- Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
- Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
- Set clear objectives for each CPS call or meeting; use standard materials to make a presentation to the customer/dealer; and ask relevant questions to evaluate the customer's/dealers level of interest and to identify and respond to areas requiring further information or explanation.
- Maintain and lead periodic check-ins with key customers/dealers to ensure they're receiving the most value from the product/service.
- Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization.
Required:
- Experience in repairs/problem resolution of construction & forestry equipment (4-7 years' experience)
- Product knowledge (4-7 years' experience)
- Solid understanding of customers and importance of uptime (4-7 years' experience)
- Demonstrated capability to provide technical support and guidance to others
- Understanding of warranty processes
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