Territory Customer Support Manager

East Rand
Salary: Market Related
Job Type: Permanent
Sectors: General
Reference: NFR005403/PvdB

Apply before Jan 09 2025 | 1 Hour left

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External Application

Vacancy Details

Employer: Network Recruitment

My client is seeking a skilled and experienced Technical Support Manager to add to their team and support their customers and dealers in achieving product performance and uptime goals. In this role, you will be responsible for leading a team dedicated to resolving technical issues, delivering product training, and ensuring the overall satisfaction of our channel partners and customers in the construction and forestry sector.

Key Responsibilities:

Product & Technical Support: Lead efforts to provide technical support to channel partners and customers, addressing issues impacting machine performance, uptime, and technical support capability.
Customer/Dealer Relationship Management: Collaborate with channel partners to develop and enhance customer relationships, ensuring customer satisfaction through proactive communication and support.
Training & Development: Deliver training to customers and dealers, equipping them with the necessary skills to maximize product performance and uptime.
Issue Resolution: Aggregate customer and dealer feedback, identify common technical issues, and develop response strategies to resolve challenges promptly.
Policy Compliance: Monitor and report instances of noncompliance with company policies and procedures, escalating issues as necessary.
CRM Oversight: Oversee the use of the CRM system, ensuring efficient issue resolution and identifying areas for escalation.
Special Orders Management: Process and coordinate custom or special orders, working with cross-functional teams to meet customer needs.
Customer Engagement: Set clear objectives for customer meetings, delivering presentations and using standard materials to assess customer/dealer needs and interest in additional products/services.
Periodic Check-ins: Lead regular check-ins with key customers/dealers to ensure satisfaction and explore opportunities to offer additional products and services.

Required Qualifications:

Experience: 4-7 years of hands-on experience in repairs and problem resolution for construction and forestry equipment.
Product Knowledge: In-depth understanding of construction and forestry equipment products, including technical specifications and performance standards.
Uptime Focus: Strong understanding of the importance of equipment uptime and the impact on customer operations.
Technical Expertise: Proven ability to provide technical support and guidance to team members and customers.
Warranty Process Knowledge: Understanding of warranty processes and related policies.

Preferred Skills:

Strong leadership skills with the ability to manage and mentor a team.
Excellent communication and customer service skills.
Ability to troubleshoot complex technical issues effectively.
Solid understanding of CRM systems and their role in customer support operations.

If you are interested in this opportunity, please apply directly. For more finance jobs, please visit www.networkrecruitment.co.za

If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.

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About Network Recruitment

Network Recruitment

Network Recruitment is a leading specialist recruitment company in the fields of IT, Finance and Engineering.

Since our establishment in 1987, we have been at the forefront of the specialist recruitment industry. Network Recruitment’s key to success is the focus on delivering superior quality service by developing and maintaining an exclusive focus on sourcing high-calibre skills for medium-sized to JSE-listed companies operating in these three niche sectors across South Africa.

Our experience in permanent and contract-based recruitment enables us to provide you with recruitment solutions that meet your long- and short-term needs.

Network Recruitment is a division of ADvTECH Resourcing, the recruitment arm of the national JSE-listed ADvTECH Limited Group a leader in quality education, training, skills development and placement services.