Permanent - Territory Customer Support Manager - Zambia - Zambia

MAJOR PURPOSE

Achieves marketing unit product support and customer/dealer satisfaction goals in a geographic area of responsibility by developing channel partner technical and product support capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, working with channel partners to manage customer relationships, delivering channel partner/customer training and administering product warranty and other reimbursement policies.

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.
• 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.
• Administers product support policies and/or processes.

Tracks and reports competitive performance

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 Experiences:
Type and amount of experience necessary to perform the essential functions of the job. May include specific roles and/or an understanding of a particular function, organization, industry or product line.

• Customer support experience with customer interaction regarding products, parts, and services. - 1 - 3 years
• Field experience with regular customer contact, knowledge of dealer/distribution network, limited geographic area of responsibility, and broad product knowledge. - Less than 1 year
• Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area of responsibility; and focused product-specific knowledge. - 1 - 3 years
• Practical experience with agricultural machinery and equipment. - 1 - 3 years
• Experience external within similar industries and disciplines. - 1 - 3 years

Technical Skills & Knowledge:
Specialized skills, knowledge and abilities needed to perform the essential functions of the job.

• Knowledge of dealers and other channels. - Has a good understanding of the principles and can independently use the knowledge.
• Knowledge of dealer product support capacity and competencies. - Performs more complex functions, understands principles, may teach others.
• Understanding of Customer Support Process. - Has a good understanding of the principles and can independently use the knowledge.
• Skill in interpersonal communications, negotiation, and conflict resolution. - Has a good understanding of the principles and can independently use the knowledge.
• Knowledge of products, customers, markets and competitors. - Has a good understanding of the principles and can independently use the knowledge