Key Responsibilities: Product & Technical Support: Lead efforts to provide technical support to channel partners and customers, addressing issues impacting machine performance, uptime, and technical support capability. Customer/Dealer Relationship Management: Collaborate with channel partners to develop and enhance customer relationships, ensuring customer satisfaction through proactive communication and support. Training & Development: Deliver training to customers and dealers, equipping them with the necessary skills to maximize product performance and uptime. Issue Resolution: Aggregate customer and dealer feedback, identify common technical issues, and develop response strategies to resolve challenges promptly. Policy Compliance: Monitor and report instances of noncompliance with company policies and procedures, escalating issues as necessary. CRM Oversight: Oversee the use of the CRM system, ensuring efficient issue resolution and identifying areas for escalation. Special Orders Management: Process and coordinate custom or special orders, working with cross-functional teams to meet customer needs. Customer Engagement: Set clear objectives for customer meetings, delivering presentations and using standard materials to assess customer/dealer needs and interest in additional products/services. Periodic Check-ins: 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. 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 the 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: Strong leadership skills with the ability to manage and mentor a team. Excellent communication and customer service skills. Ability to troubleshoot complex technical issues effectively. Solid understanding of CRM systems and their role in customer support operations.