Territory Customer Support Manager

SUMMARY:
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.

POSITION INFO:
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.

• 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.

• 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.