Customer Support Manager

2 weeks ago

Regina, Saskatchewan, Canada Brandt Full time

Job Summary:

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 collaborating closely with our Area Managers of Product Support, Territory Managers, and the Customer Support Centre resources to successfully achieve our objectives.

Main Responsibilities:

  • Formulate and implement annual business plans for manufactured products dealer support.
  • Develop and implement a comprehensive Dealer Scorecard system to effectively monitor and measure key performance metrics.
  • Establish and oversee a Dealer Training program to enhance dealer capabilities and knowledge.
  • Support the hiring process of Area Managers of Product Support in all U.S. and Canadian regions.
  • 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.
  • Provide dealers with targeted parts programs to drive sales and optimize stocking levels.
  • Offer comprehensive dealer support during new product/model market launches.
  • Promote customer parts sales for our Direct Customer Channel.
  • Collaborate with Area Managers of Product Support to successfully onboard new dealers, enabling exceptional support to Brandt customers.
  • 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.
  • Work closely with the Parts Department to provide dealers with parts stocking lists to effectively support field units.
  • Conduct thorough market intelligence activities to analyze competition, customers, pricing, and industry trends.
  • 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.
  • Achieve revenue and margin growth objectives for Parts and Service, contributing to overall business success.

Requirements:

  • A background in the Agriculture and/or Construction sector is essential.
  • A post-secondary education in business, engineering, sciences, or related experience is preferred.
  • Candidates with a combination of education and a proven track record in dealership relationship management and dealer sales will also be considered.

Key Qualifications:

  • A deep commitment to providing outstanding customer service.
  • Excellent organizational skills and the ability to work independently while collaborating effectively within a highly motivated team.
  • Strong communication, presentation, and interpersonal skills, with a focus on customer service, business acumen, and negotiation abilities.
  • Exceptional organizational abilities, enabling an ability to thrive under time pressure and effectively manage multiple projects concurrently.
  • Creativity, self-motivation, and the ability to work effectively both independently and collaboratively as part of a team.
  • Strong interpersonal and presentation skills.
  • Adaptability to changing priorities and a strong sense of accountability for meeting deadlines.
  • Exceptional decision-making and innovative problem-solving skills leading to successful resolutions.
  • Proficiency in process design, development, execution, and management to drive efficiency and productivity.
  • Strong collaboration and relationship-building skills, fostering strong partnerships and leveraging influence to drive results.
  • Skilled in maintaining executive-level relationships with key customers.

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