Major Duties:
Frequent travel to assist channel partners / dealers / end users HANDS ON with malfunctioning machinery. Resolves product and performance issues HANDS ON with channel partners / customers / dealers and communicates with factories on appropriate issues and solutions, including Customer Satisfaction Index (CSI) and CRM (Customer Relationship Management
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 counselling them on training plans and class enrollment
Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and attending shows
Administers company product warranty / Product Improvement Program (PIP) policies and resolves other reimbursement issues
Depending on division requirements, may be required to develop channel partner’s service management / profitability capabilities
Administers product support policies and / or progress
Tracks and reports competitive performance
Skills, abilities and knowledge:
Knowledge of dealer product support capacity and competencies
Skills in interpersonal communications, negotiations and conflict resolutions
FULL understanding of Customer Support Process!
Knowledge of products, customers, markets and competitors
Education requirements:
Degree in Engineering / Technology discipline
Degree in Agricultural Science discipline or equivalent
Degree in Marketing discipline a plus
Experience required:
Customer Support Experience with direct customer interaction regarding products, parts and services (3 yrs)
FIELD experience with REGULAR customer contact, knowledge of dealer / distribution network FACTORY experience with regular interfacing with design, engineering and manufacturing, worldwide geographic area of responsibility and focused product-specific knowledge (1-3 yrs)
PRACTICAL experience with heavy machinery, agricultural equipment.
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Apply via :
helsmith@networkfinance.co.za
