Job DescriptionFunctional Area: Customer & Product Support MAJOR PURPOSE : Achieves marketing unit product support and customer/dealer satisfaction goals for a geographic area of responsibility by developing channel partner technical and customer support capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, and customer relationships, delivering channel partner/customer training and by administering product warranty and other reimbursement policies. Serves as a content expert in an area of specialization and assumes project/teamleadership role and mentors future field managers. MAJOR 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 follow-up, 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. QUALIFICATIONS : Technical Skills & Knowledge : Knowledge of dealers and other channels Knowledge of dealer product support capacity and competencies. Understanding of Customer Support Process. Skill in interpersonal communications, negotiation, and conflict resolution. Knowledge of products, customers, markets and competitors. Education : University Degree in an Education / Business/Management .
Responsibilities + Skills
University Degree in an Education / Business/Management . Engineering/Technology / Agricultural Sciences / Marketing 4-7 years Customer support experience with customer interaction regarding
Engineering/Technology / Agricultural Sciences / Marketing Relevant Work Experiences: 4-7 years Customer support experience with customer interaction regarding products, parts, and services 4-7 years Field experience with regular customer contact, knowledge of