Territory Customer Support Manager Kenya
Purpose of the Role:
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.
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 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 the 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
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