Achieves 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 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 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 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 partner’s service management / profitability capabilities
• Administers product support policies and / or progress
• Tracks and reports competitive performance

Requirements

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 yrs)
• 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 yrs)
• PRACTICAL experience with heavy machinery, agricultural equipment.