About the Role
We are seeking an experienced Territory Customer Support Manager to join our team. As a key member of our organization, you will be responsible for developing dealer's customer support capability while holding dealers accountable for achieving agreed goals.
The successful candidate will focus on pre-empting and resolving technical and/or parts issues impacting machine performance and uptime, as well as customer relationships. This role requires strong communication skills, relationship management, and the ability to influence without authority.
Key Responsibilities
* Product and Performance Issue Resolution: Drive issue resolution with dealer's customers and communicate with factories and Product Support Specialist on appropriate issues and solutions.
* Warranty Administration: Administer Company product warranty and product improvement program policies and resolve reimbursement issues.
* Customer Contact Centre Duties: Fulfill the duties of the customer contact centre to ensure customers' issues are recorded, resolved personally, or escalated as appropriate to dealers, Territory Customer Support Manager or Customer Support Business Manager for resolution.
* Dealer Goal Setting and Support: Set dealer goals and assist dealers to develop product support capabilities (Service ADVISOR, DTAC, Facilities, Warranty Administration, Connected Support tools) to improve customer satisfaction.
* Dealer Training and Development: Drive dealer management to establish learning paths for key customer support roles within the dealership, utilizing various KPIs to manage training participation and class enrollment.
About You
To be successful in this role, you will need to have a combination of technical knowledge, business acumen, and strong communication skills. You should be able to analyze data, track KPIs, and identify areas for improvement. Additionally, you should possess coaching and training skills to coach and train dealers in service advisor, DTAC, facility management, and other customer support capabilities.
What We Offer
Our organization offers a range of benefits, including a competitive remuneration package, flexible working arrangements, social activities, health and safety programs, and ongoing training and development opportunities. We value diversity and inclusivity and welcome applications from all backgrounds.