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Customer Support Manager
2 months ago
Brandt is seeking a dedicated and results-oriented Customer Support Manager - Manufactured Products to drive the growth and development of our manufactured products parts sales and margin.
This role is pivotal in driving business objectives and collaborating closely with cross-functional teams to achieve success.
Key Responsibilities- Business Planning: Formulate and implement annual business plans for manufactured products dealer support, aligning with company objectives.
- Dealer Scorecard System: Develop and implement a comprehensive Dealer Scorecard system to effectively monitor and measure key performance metrics.
- Dealer Training: Establish and oversee a Dealer Training program to enhance dealer capabilities and knowledge.
- Area Manager Support: Support the hiring process of Area Managers of Product Support in all regions and create a structured onboarding program for new Area Managers.
- Parts Programs: Provide dealers with targeted parts programs to drive sales and optimize stocking levels.
- Customer Support: Offer comprehensive dealer support during new product/model market launches and promote customer parts sales for our Direct Customer Channel.
- Dealer Visits: Conduct periodic dealer visits with Area Managers of Product Support to gain in-depth understanding of customer needs and proactively address any support issues.
- Market Intelligence: Conduct thorough market intelligence activities to analyze competition, customers, pricing, and industry trends.
- Dealer Sales Analysis: Analyze dealer sales and margin data to identify growth opportunities as well as warranty and PIP data to identify areas for improvement.
- Revenue Growth: Achieve revenue and margin growth objectives for Parts and Service, contributing to overall business success.
- Leadership Skills: A deep commitment to providing outstanding customer service and demonstrating excellent organizational skills.
- Communication Skills: Strong communication, presentation, and interpersonal skills, with a focus on customer service, business acumen, and negotiation abilities.
- Adaptability: Adaptability to changing priorities and a strong sense of accountability for meeting deadlines.
- Decision-Making: Exceptional decision-making and innovative problem-solving skills leading to successful resolutions.
- Process Design: Proficiency in process design, development, execution, and management to drive efficiency and productivity.
- Relationship-Building: Strong collaboration and relationship-building skills, fostering strong partnerships and leveraging influence to drive results.
- Industry Knowledge: A background in the Agriculture and/or Construction sector is essential, with a post-secondary education in business, engineering, sciences, or related experience preferred.
