Senior Territory Customer Support Manager - East Rand, South Africa - Unique Personnel

Unique Personnel
Unique Personnel
Verified Company
East Rand, South Africa

2 weeks ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description

Job Number

  • 71298

Job Type

  • Permanent

Job Title

  • Senior Territory Customer Support Manager

Computer Skills

  • Ms Office

Industry

  • Agriculture

City

  • Ekurhuleni (East Rand)

Province

  • Gauteng

Duties:


  • 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 followup, and serves as product expert/contact for assigned products.
  • Serves as a mentor to less experienced staff and assumes project/team/process/product leader role beyond individual territory.
  • 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.
  • Tracks and reports competitive performance.

Mandatory requirements for the position.

  • Large Agri equipment, machinery, OEMs, construction, farming
  • Diesel mechanics

Required:


  • Knowledge of dealers and other channels.
  • Performs more complex functions, understands principles, may teach others.
  • Knowledge of dealer product support capacity and competencies.
  • Performs more complex functions, understands principles, may teach others.
  • Skill in interpersonal communications, negotiation, and conflict resolution.
  • Performs more complex functions, understands principles, may teach others.
  • Understanding of Customer Support Process.
  • Performs more complex functions, understands principles, may teach others.
  • Knowledge of products, customers, markets and competitors.
    Inherent Requirements

Education:


  • 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

Desired:


  • Customer support experience with customer interaction regarding products, parts, and services years)
  • Field experience with regular customer contact, knowledge of dealer/distribution network, limited geographic area of responsibility, and broad product knowledge years)
  • Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area of responsibility; and focused productspecific knowledge years)
  • Practical experience with company machinery and equipment years)
  • Experience external to company within similar industries and disciplines years)

What Qualification

  • Education discipline or equivalent experience/ Business/Management / Engineering/Technology /

Minimum Qualification

  • Any

Status

  • Available
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