Permanent - Territory Customer Support Manager - Tanzania - Tanzania

MAJOR PURPOSE :

• 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.

MAJOR DUTIES :

• Description of the major duties performed in this job.
• Resolves product and performance issues with channel partners/customers and communicates with
• factories on appropriate issues and solutions; including Customer Satisfaction Index (CSI)/Customer
• Relationship Management (CRM) and follow-up.
• Manages efforts in developing channel partner's product support capabilities (Service ADVISOR, Dealer
• Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer
• satisfaction.
• Delivers product training, technical, and/or management training to channel partners, company
• employees or customers and facilitates channel partner employee development by counseling them on
• training plans and class enrollment.
• Provides marketing support to ensure product optimization via customer clinics and assisting with
• demonstrations and farm shows.
• Administers Company product warranty/Product Improvement Program (PIP) policies and resolves
• other reimbursement issues.
• Depending on division requirements, may develop channel partner's service management/profitability
• capabilities.
• Administers product support policies and/or processes.
• Tracks and reports competitive performance.

QUALIFICATIONS :

• Competencies, technical skills, formal education and relevant work experience critical for successful
• individual performance of essential functions.
• Competencies And Target Level :
• The leadership level of the job determines competencies in the company Competency Model. Resources
• can be found in the Talent Central Self Service Portal.
• Technical Skills & Knowledge :
• Specialized skills, knowledge and abilities needed to perform the essential functions of the job.
• Knowledge of dealers and other channels. - Has a good understanding of the principles and can
• independently use the knowledge.
• Knowledge of dealer product support capacity and competencies. - Performs more complex functions,
• understands principles, may teach others.
• Understanding of Customer Support Process. - Has a good understanding of the principles and can
• independently use the knowledge.
• Skill in interpersonal communications, negotiation, and conflict resolution. - Has a good understanding
• of the principles and can independently use the knowledge.
• Knowledge of products, customers, markets and competitors. - Has a good understanding of the principles and can independently use the knowledge.

Education :

• Formal education or training required to perform the essential functions of the job. Includes degrees,certifications, licenses and/or registration requirements.
• Degree in an Education discipline or equivalent experience. - University Degree (4 years or equivalent)
• Degree in a Business/Management discipline or equivalent experience. - University Degree (4 years or
• equivalent)
• Degree in an Engineering/Technology discipline or equivalent experience. - University Degree (4 years
• or equivalent)
• Degree in an Agricultural Sciences discipline or equivalent experience. - University Degree (4 years or
• equivalent)
• Degree in a Marketing discipline or equivalent experience. - University Degree (4 years or equivalent)
• Relevant Work Experiences :
• Type and amount of experience necessary to perform the essential functions of the job. May include specific
• roles and/or an understanding of a particular function, organization, industry or product line.
• Customer support experience with customer interaction regarding products, parts, and services. - 1 - 3 years
• Field experience with regular customer contact, knowledge of dealer/distribution network, limitedgeographic area of responsibility, and broad product knowledge. - Less than 1 year
• Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area of responsibility; and focused product-specific knowledge. - 1 - 3 years

• Degree in an Education discipline or equivalent experience. - University Degree (4 years or equivalent)
• Degree in a Business/Management discipline or equivalent experience. 
• University Degree (4 years or equivalent)
• Customer support experience with customer interaction regarding products, parts, and services. - 1 - 3 years
• Practical experience with company machinery and equipment. - 1 - 3 years