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Director of Customer Support

2 months ago

Regina, Saskatchewan, Canada Brandt Full time

Job Summary:

Brandt is seeking a seasoned professional to lead our Transportation Support team as the Director of Customer Support - Transportation. This key role will be responsible for developing and executing strategies to drive profitability and customer satisfaction in our parts and service operations.

Key Responsibilities:

  • Develop Strategic Business Plans: Create and implement business plans to drive growth and profitability in our Transportation Support business.
  • Lead Training and Development: Design and deliver training programs to enhance the skills and knowledge of our Transportation Support team.
  • Warranty and Policy Management: Ensure the development and implementation of effective warranty policies and procedures to minimize conflicts and maximize customer satisfaction.
  • Market Trend Analysis: Conduct market research to identify trends and opportunities for new product launches and business growth.
  • Supplier Management: Identify and develop relationships with new suppliers to enhance our parts and service offerings.
  • PIP Management: Manage and track Performance Improvement Plans (PIPs) to ensure timely completion and resolution of customer support issues.
  • Customer Support: Collaborate with suppliers and branches to resolve customer support issues and improve overall customer satisfaction.
  • Strategic Planning: Develop and implement strategies to enhance our Transportation Support capabilities and improve customer satisfaction.
  • Technical Liaison: Serve as a liaison with factories to resolve technical issues and upload product information to manufacturers.

Requirements:

  • Transportation Industry Expertise: Proven knowledge of Transportation dealer business practices, including those followed at Paccar dealerships.
  • Customer Support Process Understanding: Strong understanding of customer support processes and procedures.
  • Interpersonal and Communication Skills: Excellent interpersonal and communication skills, with the ability to negotiate and resolve conflicts effectively.
  • Business Acumen: Strong knowledge of business policies and procedures, including those of our Original Equipment Manufacturers (OEMs).
  • Market and Product Knowledge: In-depth knowledge of products, customers, markets, and competitors.