Territory Customer Support Manager

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.

TECHNICAL SKILL & KNOWLEDGE :
 

• 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.
• Understanding of Customer Support Process. - 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.
• Knowledge of products, customers, markets and competitors. - Performs more complex functions, understands principles, may teach others.