Job Description    

• 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.
• Lead teams that deliver product/service information; adhere to predefined messaging/positioning of product/service.
• Aggregate customer/dealer issues and collate the most commonly raised issues in order to create/develop response strategy.
• Identify, within the team, instances of noncompliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
• Provide fault isolation and resolution for complex challenges to limit and address issues promptly.
• Monitor team members’ use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Set clear objectives for each CPS call or meeting; use standard materials to make a presentation to the customer/dealer; and ask relevant questions to evaluate the customer’s/dealer’s level of interest and to identify and respond to areas requiring further information or explanation.
• Maintain and lead periodic check-ins with key customers/dealers to ensure they’re receiving the most value from the product/service.
• Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization. 

Required:

• Experience in repairs/problem resolution of construction & forestry equipment (4-7 years experience)
• Product knowledge (4-7 years experience)
• Solid understanding of customers and importance of uptime (4-7 year experience)
• Demonstrated capability to provide technical support and guidance to others
• Understanding of warranty processes