Job Number 67821
Job Type Permanent
Job Title Territory Customer Support Manager
Computer Skills MS Access,MS Excel,MS Outlook,MS PowerPoint,MS Word
Industry Agriculture
City Zambia
Province Zambia
Job Description 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

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Inherent Requirements 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
What Qualification Agricultural Sciences/Business Management/Engineering Technology/Marketing
Minimum Qualification Bachelors
Status Available