Customer Support Manager

2 days ago

Regina, Canada Brandt Full time

Brandt is currently seeking a Customer Support Manager - Manufactured Products. The individual in this position would be a key player in the growth and development of the Manufactured products parts sales and margin. This individual will work closely with the AMPS, Territory Managers, and the Customer Support Centre resources to deliver objectives. This individual will establish Dealer expectations and scorecards, training plans, parts sales and stocking programs, and implement a Dealer support business plan for the Manufactured products.

**DUTIES & RESPONSIBILITIES**:

- Establish strategy and implement annual business plans for manufactured products dealer support
- Develop and implement Dealer Scorecard system for Parts and Service
- Establish Dealer Training program
- Assist with hiring AMPS in the regions
- Establish new AMPS Onboarding program
- Provide dealers with parts programs to support sales and dealer stocking levels
- Provide dealer support for new product/model market launches
- Promote customer parts sales for Direct Customer Channel
- Assist AMPS with new dealer onboarding to ensure dealers are fully prepared to provide superior support to Brandt customers.
- Travel with AMPS to visit dealers in the regions on a regular basis to understand customer needs and support issues
- Work with Parts Dept to provide parts stock list to dealers to support field units
- Market Intelligence on competition, customers, pricing and industry trends
- Analyze dealer sales and margin data to identify opportunities for AMPS
- Analyze warranty and PIP data to identify opportunities for AMPS
- Identify new product opportunities and work internally to supply
- Development and implementation of Dealer Scorecard system
- Achievement of Parts and Service revenue and margin growth objectives
- Execution of Annual Business Plan goals

**Required Skills**:
The following skills are required:

- Excellent communication, presentation & interpersonal skills, customer service, business and negotiation skills
- Highly organized with the ability to work well under time pressure and handle multiple projects simultaneously
- Be creative, a self-starter, team player, fast learner, detail oriented, and conscientious with a drive to “win”
- Excellent interpersonal skills and strong presentation skills
- Flexibility to accommodate changing priorities and accountability to meet deadlines
- Decision-making and problem-solving skills
- Process design, development, execution, and management skills
- Creative approach to problem solving and execution
- Strong collaboration and relationship building skills to drive results through influencing
- Ability to maintain relationships with key customers for executive-level relationship management

Required Experience

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