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Territory Customer Support Manager-Nigeria:

Job Number: 64051


Job Listing APPLY FOR JOB
64051
Permanent
Territory Customer Support Manager
Agriculture
Nigeria

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 :

  • Description of the major duties performed in this job.
  • 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.

QUALIFICATIONS :

  • Competencies, technical skills, formal education and relevant work experience critical for successful
  • individual performance of essential functions.
  • Competencies And Target Level :
  • The leadership level of the job determines competencies in the company Competency Model. Resources
  • can be found in the Talent Central Self Service Portal.
  • 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.

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, limitedgeographic 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

To apply immediately for this position click here: http://totalrecruitment.solutions/candidate_registration_1.aspx?JobID=64051&referrer=Unique

  • 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)
  • Customer support experience with customer interaction regarding products, parts, and services. - 1 - 3 years
  • Practical experience with company machinery and equipment. - 1 - 3 years
Business/Management
Bachelors
Available

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