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Manager Product Support -Ekurhuleni (East Rand)

Job Number: 63307


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63307
Permanent
Manager Product Support
MS Word
Manufacturing
Ekurhuleni (East Rand)
Gauteng
MAJOR PURPOSE : Provides leadership and management of unit product support functions by directing customer and/or product support resources through the channel partner organization to achieve marketing unit's product support and customer/dealer satisfaction goals. Develops strategic plans, and oversees development of technical and product support capability of field staff and channel partners to preempt and resolve technical and/or parts issues that impact machine performance and uptime; this may include responsibility for service profitability and/or administration of product warranty and other reimbursement policies. Provides guidance to field staff to manage channel partner and customer relationships. MAJOR DUTIES : Description of the major duties performed in this job. Works with direct reports and channel partners and factories in connection with product problem resolution in the field. Develops strategies and manages efforts toward developing channel partner's product support capabilities to improve customer satisfaction. Develops strategies and manages efforts to promote product training, technical, and/or management training to channel partners, company employees or customers. Coaches and counsels other employees to promote employee development and professional growth; provides guidance to field staff to manage channel partner and customer relationships. Directs marketing unit's liaison with factories on technical matters. May administer channel partner reimbursement policy for the marketing unit including audit processes and policy recommendations. Depending upon division requirements, may direct efforts to develop channel partner's service management and profitability capabilities. May develop and control departmental budget to manage salaries, general and administrative expenditures. QUALIFICATIONS : Competencies, technical skills, formal education and relevant work experience critical for successful individual performance of essential functions. Competencies And Target Level : The leadership level of the job determines competencies in the company Competency Model. Resources can be found in the Talent Central Self Service Portal. Technical Skills & Knowledge : Specialized skills, knowledge and abilities needed to perform the essential functions of the job. Knowledge of heavy machinery dealer business practices, ideally including the practices followed at compny dealerships. - Performs more complex functions, understands principles, may teach others. Understanding of Customer Support Process. - Performs more complex functions, understands principles, may teach others. Skill in general management. - Yes Skill in interpersonal communications, negotiation, and conflict resolution. - Has a good understanding of the principles and can independently use the knowledge. Knowledge of business policies and procedures, ideally including the policies and procedures of company. - Performs more complex functions, understands principles, may teach others. Knowledge of products, customers, markets and competitors. - Performs more complex functions, understands principles, may teach others. Education : Formal education or training required to perform the essential functions of the job. Includes degrees, certifications, licenses and/or registration requirements. 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) Relevant work Experience: Customer support experience with customer interaction regarding products, parts and services (4-7 years) Field sales and/or product support experience (4-7 years) Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area or responsibility; and focused product-specific knowledge (1-3 years) Practical experience with company machinery and equipment (4-7 years) Experience in Project management and business planning. Small strategic projects or larger tactical projects with medium complexity Supervisory experience which includes placement, work direction, coaching and performance management (4-7 years)

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Degree in a Business/Management discipline or equivalent experience. - University Degree (4 years or equivalent) Customer support experience with customer interaction regarding products, parts and services (4-7 years) Field sales and/or product support experience (4-7 years) Supervisory experience which includes placement, work direction, coaching and performance management (4-7 years)
Business/Management
Bachelors
Available

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