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South Africa: Territory Customer Support Manager: Kenya




Date 2024-04-03
Job Title Territory Customer Support Manager: Kenya
Employer
More Information
Salary
Category Engineering
Location ZA
/ South Africa

Job Summary

Purpose of the Role: Achieve marketing Unit product support and customer / dealer satisfaction goals in set geographic areas of responsibility. Develop channel partner technical and product support (hands on), preempting and resolving technical and/or parts issues impacting machine performance and uptime. Working with channel partners to manage customer and dealer relationships, delivering channel partner / customer / dealer training and administering product warranty and other reimbursement policies. Major

Duties:

Frequent International travel to assist channel partners / dealers / end users HANDS ON with malfunctioning machinery Resolves product and performance issues HANDS ON with channel partners / customers / dealers and communicates with factories on appropriate issues and solutions, including Customer Satisfaction Index (CSI) and CRM (Customer Relationship Management) Manages efforts in developing channel partners 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 counselling them on training plans and class enrollment Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and attending shows Administers company product warranty / Product Improvement Program (PIP) policies and resolves other reimbursement issues Depending on division requirements, may be required to develop channel partners service management / profitability capabilities Administers product support policies and / or progress Tracks and reports competitive performance Skills, Abilities and Knowledge: Knowledge of dealer product support capacity and competencies Skills in interpersonal communications, negotiations and conflict resolutions FULL understanding of Customer Support Process Knowledge of products, customers, markets and competitors Education

Requirements:

Degree in Engineering / Technology discipline Degree in Agricultural Science discipline or equivalent Degree in Marketing discipline a plus Experience Required: Customer Support Experience with direct customer interaction regarding products, parts and services (3 years) FIELD experience with REGULAR customer contact, knowledge of dealer / distribution network 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 heavy machinery, agricultural equipment How to Apply: If you meet the above requirements, please send your resume DIRECTLY

Territory Customer Support Manager: Kenya position available in ZA, South Africa. This job position was posted by . The job has been posted on 2024-04-03 in the Engineering category

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South Africa: Territory Customer Support Manager: Kenya

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