Territory Customer Support Manager

Details of the offer

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.


Nominal Salary: To be agreed

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