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Customer Support Manager – Manufactured Products

3 months ago

Regina Saskatchewan SP, Regina region, Canada Brandt Group of Companies Full time

Brandt is currently seeking a dedicated and results-oriented Customer Support Manager - Manufactured Products.

This role is pivotal in driving the growth and development of our manufactured products parts sales and margin. You will collaborate closely with our Area Managers of Product Support, Territory Managers, and the Customer Support Centre resources to successfully achieve our objectives. The primary focus will involve setting dealer expectations and scorecards, designing training plans, implementing effective parts sales and stocking programs, and developing a robust dealer support business plan for our manufactured products.

Duties & Responsibilities

  1. Formulate and implement annual business plans for manufactured products dealer support.
  2. Develop and implement a comprehensive Dealer Scorecard system to effectively monitor and measure key performance metrics.
  3. Establish and oversee a Dealer Training program to enhance dealer capabilities and knowledge.
  4. Support the hiring process of Area Managers of Product Support in all U.S. and Canadian regions.
  5. Create and execute a structured onboarding program for new Area Managers of Product Support, facilitating a seamless transition and ensuring superior support to Brandt dealers and customers.
  6. Provide dealers with targeted parts programs to drive sales and optimize stocking levels.
  7. Offer comprehensive dealer support during new product/model market launches.
  8. Promote customer parts sales for our Direct Customer Channel.
  9. Collaborate with Area Managers of Product Support to successfully onboard new dealers, enabling exceptional support to Brandt customers.
  10. Conduct periodic dealer visits with Area Managers of Product Support within the various regions to gain in-depth understanding of customer needs and proactively address any support issues.
  11. Work closely with the Parts Department to provide dealers with parts stocking lists to effectively support field units.
  12. Conduct thorough market intelligence activities to analyze competition, customers, pricing, and industry trends.
  13. Analyze dealer sales and margin data to identify growth opportunities as well as warranty and PIP (Product Improvement Program) data to identify areas for improvement.
  14. Achieve revenue and margin growth objectives for Parts and Service, contributing to overall business success.
  15. Execute goals outlined in the Annual Business Plan.
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