Permanent - Territory Customer Support Manager - C&F - Ekurhuleni (East Rand) - South Africa

• Lead and coordinate initiatives to build and enhance channel partners’ product support capabilities, ensuring alignment with organizational standards and customer satisfaction goals.
• Drive initiatives to enhance channel partners' service capabilities, ensuring technical competence and operational efficiency.
• Support strategies that improve partner profitability through optimized service delivery and value-added programs.
• Lead initiatives to promote technical training and actively manage engagement from channel partners to ensure participation and skill development
• Lead and manage customer retention programs in collaboration with dealer channels.
• Develop and execute plans that strengthen customer loyalty, increase machine uptime, and maximize lifetime value of the equipment.
• Resolve product and performance concerns raised by channel partners and customers.
• Collaborate with factories to identify root causes and implement effective solutions that ensure product reliability and customer satisfaction.
• Set clear objectives for channel partners to achieve Customer Support targets; and communicate on a regular basis with channel partners to achieve set targets.
• Administer warranty and Product Improvement Programs (PIP) and resolve reimbursement issues.
• Frequent travel to channel partners and customers
• Work closely with internal teams, including Sales, Aftermarket, and Factory operations, to align service standards and performance goals.
• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Required

• Qualified diesel mechanic or equivalent.
• Proven successful field experience in the Construction & Forestry industry
• Strong relationship building, communication and negotiation skills.
• Strong technical acumen.
• Strong problem-solving and decision-making abilities.
• Demonstrable competency in efficient planning.

Desired

• Customer and Dealer loyalty building by ensuring positive interactions.
• Ability to explore and analyze customer challenges to facilitate and solution articulation.
• Skills to continuously provide value and solutions to channel partners and customers.
• Excellent computer skills.
• Strong organizational and time-management skills.
• Strong understanding of the industry and customer needs.

Education

• Earthmoving Trade qualification or equivalent.