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Manufactured Products Customer Support Leader

3 months ago

Regina, Saskatchewan, Canada Brandt Group of Companies Full time

Brandt Group of Companies is actively looking for a committed and results-driven Customer Support Manager for Manufactured Products.

This position is crucial in fostering the growth and enhancement of our manufactured products parts sales and profitability. You will work in close collaboration with our Area Managers of Product Support, Territory Managers, and the Customer Support Centre resources to effectively meet our goals. The primary emphasis will be on establishing dealer expectations and performance metrics, crafting training initiatives, executing successful parts sales and inventory strategies, and formulating a comprehensive dealer support business plan for our manufactured products.

Key Responsibilities:

  1. Develop and execute annual business strategies for dealer support of manufactured products.
  2. Create and implement a thorough Dealer Scorecard system to accurately track and assess key performance indicators.
  3. Establish and manage a Dealer Training program to enhance dealer skills and expertise.
  4. Assist in the recruitment process for Area Managers of Product Support across all U.S. and Canadian territories.
  5. Design and implement a structured onboarding program for new Area Managers of Product Support, ensuring a smooth transition and exceptional support for Brandt dealers and customers.
  6. Provide dealers with targeted parts initiatives to boost sales and optimize inventory levels.
  7. Deliver extensive dealer support during the launch of new products/models.
  8. Encourage customer parts sales for our Direct Customer Channel.
  9. Collaborate with Area Managers of Product Support to successfully integrate new dealers, ensuring outstanding support for Brandt customers.
  10. Conduct regular dealer visits with Area Managers of Product Support in various regions to gain a comprehensive understanding of customer requirements and proactively resolve any support challenges.
  11. Work closely with the Parts Department to supply dealers with parts stocking lists to effectively support field operations.
  12. Engage in detailed market intelligence activities to evaluate competition, customer preferences, pricing, and industry trends.
  13. Analyze dealer sales and margin data to pinpoint growth opportunities, as well as warranty and Product Improvement Program (PIP) data to identify areas for enhancement.
  14. Achieve revenue and margin growth targets for Parts and Service, contributing to the overall success of the business.
  15. Implement objectives outlined in the Annual Business Strategy.