Description
To ensure excellent service levels and high levels of diagnostics, technical skills, and technical communication and conduct certified dealer instructor training on all Agricultural and Construction and Forestry equipment. Offer support to the Sales department on product specifics. After-sales coverage for existing and potential key account customers.
RESPONSIBILITIES:
Support
Deliver products to customers and provide initial one-on-one training.
Identify root causes of customer problems and provide technical assistance to employees and customers.
Follow up on aftersales CSI complaint list and action solutions.
Attend to special requests from customers.
Engage and manage with the franchise directly to follow up on CCMS.
Fulfill the function of technical communicator for Agriculture and C&F.
Develop and maintain remote support and technical issues via Service Advisor Remote.
Ensure that highly complicated diagnoses are resolved timeously.
Monitor, teach, and advise all technical staff to be more efficient and accurate in diagnostics
Ensure Group technical staff get training and improve their level of status
Sales
Attend to any inquiries on sales from both employees and customers.
Carry out optimum after-sales coverage on key account customers.
Actively canvas for after-sales business
Accompany sales department on sales visits to customers to ensure proper product information.
Attend demonstrations to help optimize equipment.
Assist the sales department in developing confidence to operate equipment correctly.
Ensure up-to-date knowledge of changing product lines.
Identify necessary technology solutions needed by specific markets.
Share new features and benefits with the sales department as and when they are released.
Training
Plan, organize, promote, and deliver service and support clinics during specific seasons
Deliver certified dealer instructor training on John Deere and Waratah products
Maintain John Deere and Waratah training levels and redeliver to sales, technical and parts personel as needed
Train customers and staff on available online tools
Develop presentations to ensure training or new information gets delivered accurately
Note and share tips and tricks to staff members to assist with quick solutions
Communication
Fulfil the role of technical communicator for service staff, John Deere and Waratah as well as any other C&F equipment sold or serviced by Mascor.
Marketing
Participate in customer on-site demonstrations and optimization sharing.
Follow up with salesmen to ensure targeted customers receive demonstrations.
Develop Demo calenders and or targeted customer route for specific products
Share promotions on products at the correct time of season
REQUIREMENTS:
Qualifications:
Min: Relevant trade test qualification
Experience:
3-5 years’ experience in a technical environment.
3-5 years’ experience at Master Technician level.
KEY COMPETENCIES
People Skills – the ability to engage, inspire, and influence people.
Planning skills
Able to operate under pressure.
Good communications skills and diplomacy are required with both internal and external customers and legal agencies.
Time management
Presentation skills
Apply via :
plennegy.mcidirecthire.com
