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

Job Number: 76039


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76039
Permanent
Territory Customer Support Manager
CRM system
Agriculture
Ekurhuleni (East Rand)
Gauteng
  • 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/dealer’s 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. 

To apply immediately for this position click here: www.totalrecruitment.solutions/candidate_registration_1.aspx?JobID=76039&referrer=Unique

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
Bachelors
Available

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