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Territory Customer Support Manager - Peachtree City, United States - Sany America
Description
Job DescriptionJob Description
The Opportunity
As part of the Americas team, SANY is looking to recruit a driven, forward-thinking and highly motivated Territory Customer Support Manager With the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years.
Critical to this growth is the appointment of a high-quality TCSM who is responsible for overseeing the development of dealer's parts and service business business aligned to SANY expectations.
SANY America is pursuing an aggressive growth strategy that requires a strong and consistent dealer network supporting the increased market share.
This role will require someone who has the ability to multi-task, understand the inner workings of a heavy equipment dealer organization while being a problem solver that can create and improve processes with outside-the-box thinking.
KEY RESPONSIBILITIES
Dealer Organization
Work with Sany teams select new dealer partners in strategically targeted markets.
Assist in planning dealer readiness for receipt and dispatch of new equipment aligned to customer expectations.
Ensure dealers have resources and facilities to safely and efficiently support SANY America and their customer base.
Support Dealer development and network strategies driving profitable aftersales business.
Deliver dealership specific metrics to assist in meaningful KPI targets.
Ensure all dealers are up to date on all product changes and service bulletins.
Support technical service training to ensure dealer technicians are properly trained on SANY equipment and maintain appropriate skill level.
Parts
Champion the use of SANY OEM parts to drive dealer revenue objectives.
Assist dealers in maintaining a well-stocked parts department to promptly respond to customer requirements
Provide parts guidance to dealers and customers when needed.
Support the training of dealer parts personnel to ensure efficient use of Sany systems.
Warranty
Provide support and clarity in the application of the SANY warranty policies and procedures as outlined in the Dealer Policy Manual
Support dealers in the timely submittal of warranty claims.
Ensure 100% compliance on all mandatory safety related bulletins
Other Duties
Identify and report on product quality and emerging product reliability issues.
Additional duties as assigned
PROFESSIONAL EXPERIENCE & QUALIFICATIONS
The ideal candidate will possess:
Understanding of dealership daily operations.
A customer-centric and service-oriented mind-set with a passion for customer service.
Proficient computer use including Office 365suite.
Attention to detail and critical view for continuous improvement to drive exceptional customer experience
Strong written and verbal communication and presentation skills
Understanding of collaborative teamwork
Strong organization and prioritizing skills
Ability to build trust and credibility with a variety of stakeholders to ensure the delivery of value-based solutions.
Valid Drivers license with a clean driving record
Minimum educational requirement of a high school diploma
strong candidate will have
Ability to understand and read technical manuals, parts manual, electric and hydraulic schematics
Minimum of 5 years of experience in the construction, industrial or agricultural equipment industry
Experience with service and parts department management
Technical College or similar Higher Education qualifications
Salesforce experience
Travel
Must be willing to travel 50% to 70% of the time. This position will cover the North Central territory ( MN, WI, MI, IN, IL, MO, KS, IA )
COMPENSATION
Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus, and other exceptional benefits.
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