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Director of Product Support and Service Excellence
2 months ago
Job Summary:
The Director of Product Support and Service Excellence at the Brandt Group of Companies provides strategic leadership and direction for the company's parts and service support functions. This role is responsible for driving the profitability of the parts and service business in the agriculture sector, developing strategic business plans, and overseeing the development of support capabilities for staff.
Key Responsibilities:
- Develop and Implement Strategic Business Plans: Develop and implement comprehensive business plans to drive the profitability of the parts and service business in the agriculture sector, ensuring alignment with the company's overall business objectives.
- Lead Training and Development: Develop and manage training programs to enhance the skills and knowledge of staff, ensuring they have the necessary expertise to provide exceptional customer support.
- Warranty and Policy Management: Ensure the development and implementation of effective warranty policies, working closely with Original Equipment Manufacturers (OEMs) to resolve conflicts and improve customer satisfaction.
- Market Trend Analysis and New Product Launches: Identify market trends and lead the development of new product launches, ensuring they meet customer needs and drive business growth.
- Supplier Management: Assist in the identification and contracting of new suppliers, ensuring they meet the company's quality and service standards.
- PIP Management: Manage Product Improvement Plans (PIPs) as they arise, ensuring timely completion and follow-up with branches to ensure successful implementation.
- Customer Support and Issue Resolution: Work closely with suppliers and branches to resolve product support issues, ensuring customer satisfaction and loyalty.
- Strategic Planning and Collaboration: Develop and implement strategies to enhance the company's parts and service support capabilities, working closely with factories and suppliers to improve customer satisfaction and drive business growth.
