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Regional Product Support Specialist-west Region
3 months ago
**Main Purpose**:Position responsible for the execution of service and parts plans and policies within the specified region and achieving customer and dealer satisfaction goals.
**Must-Have**:
- Maximum of 10 years of technical service/training experience in the construction equipment industry
- Canadian Permanent Residents and Citizens located in Canada
- Must pass background checks and any pre-employment tests as applicable
- 421A Journeyman Mechanic or equivalent License
- Readiness to travel: 50% to 75%
- Fluent in French & English
- Valid Driver's License
**Key Responsibilities but Not Limited To**:
- Work with channel partners to identify and resolve performance issues related to product support
- Serve as a product expert for assigned products communicate with factories on appropriate product issues and solutions
- Develop the dealers’ product support capabilities (Service Advisor, Dealer Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer satisfaction
- Ensure dealer and customer queries and complaints are handled promptly and efficiently
- Identify, quantify and prioritize technical concerns within the region by use of technical reports
- Ensure dealers are able to offer adequate product support for new machine models prior to receipt of machines in the territory
- Ensure dealers are updated on all product changes and developments resulting from service input and that any necessary field action is implemented
- Identify, evaluate and propose new dealers in conjunction with regional sales colleagues
- Identify dealer service training needs and ensure that they are fully met
- Conduct technical service training courses once needed to ensure the level of dealer technician competence
- Conduct formal presentation of technical product update to dealer parts and service staff
- Ensure that dealers submit warranty claims in the required format and on time
- Provide sales support to ensure product optimization via service campaigns and assist with rodeos and demos
- Administer company product warranty policies and resolve other reimbursement issues
- Introduce new products/updates to existing products to dealer service technicians to ensure basic essentials are covered
- Support Key Account business and ensure issues and concerns are handled promptly and efficiently
- Assist dealers with parts sales marketing during visits to ensure that adequate focus is placed on sales growth, stocking levels, and customer satisfaction
- Travel to dealer and customer sites to perform daily duties based on business requirements
- As needed, travel to SANY Canada HQ to attend meetings
- Additional duties in the job context as assigned by National Product Support Manager according to business requirements
**Key Requirements but not limited to having**:
- A minimum of 10 years of experience in the Canadian construction equipment/ heavy machinery/mining machinery industry with reputed global brands or its dealerships.
- Existing and proven accomplishments within the industry with the ability to offer references
- Proven experience as a Product Support/Service Supervisor for at least 7 years.
- Great communication and organizational skills
- Ability to develop and use performance KPIs.
- Proficient in MS Office; familiarity with Salesforce is a plus.
- Ability to work independently as well as in a team
**Compensation**:Co offers generous compensation packages with full benefits
**Salary**: $35,729.54-$87,328.56 per year
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus pay
- Commission pay
**Education**:
- Secondary School (preferred)
**Experience**:
- Canadian construction equipment/ heavy machinery: 10 years (preferred)
Work Location: One location
