Achieves marketing unit product support and customer/dealer satisfaction goals in a geographic area of responsibility by developing channel partner technical and product support capability, 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; adhere to predefined messaging/positioning of product/service.
Aggregate customer/dealer issues and collate the most commonly raised issues in order to create/develop response strategy.
Identify, within the team, instances of noncompliance 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 year experience) Demonstrated capability to provide technical support and guidance to others Understanding of warranty processes