Summary
Date Posted: Friday, August 26, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
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

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

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

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