Regional Technical Support Manager

2 days ago

Toronto, Canada Cemen Tech Inc Full time

**PURPOSE OF POSITION**

The Regional Technical Support Manager will maintain a territorial position while supporting the customers and maintaining dealer network relationships and understanding changing / developing needs by meeting those needs with improved and standardized processes.

The role will work closely with the Regional Technical Support Manager Team, as well as, Customer Service and Sales Teams to ensure that Cemen Tech provides the highest level of service and support available to the established territory. Current assigned territory includes Quebec, Ontario, Alberta and British Columbia.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.**

More specifically, the person will:

- Maintain and nurture existing customer and dealer relationships.
- Coordinate warranty program implementation and on-going maintenance, as necessary.
- Gather customer input to understand customer needs and communicate Voice of the Customer (VOC) to the factory.
- Prepare and present training materials in both an office environment and in the field/at work site environments, as needed.
- Understand and communicate information regarding company products, services, and policies and procedures to new and existing customers.
- Provide on-going dealer training in areas relating to parts and service and related processes.
- Understand dealer agreements and required performance and policy compliance for dealerships.
- Possess and maintain thorough knowledge of company product information.
- Attend and participate in business/trade events and company meetings.
- Coordinate dealer-to-factory and vice versa relationship dialogue.
- Conduct product demonstrations for customers and dealers.
- Assist customers and dealers with technical and service-related questions and repairs.
- Log in and assist customer and dealer technical and parts requests through the factory call center.

**EDUCATION - EXPERIENCE - COMPUTER SKILLS**
- 3 - 5 years industry experience, or equivalent combination of education and experience preferred.
- Minimum of 2 years of hands-on service repair skills preferred.
- Ability to regularly travel to dealer and customer locations.
- Demonstrated presentation skills to individuals and/or groups at all levels of an organization.
- Creative, flexible and innovative team player.
- Excellent problem resolution and consultative customer service skills.
- Strong organizational skills; able to manage priorities and workflow in a busy and varied environment.

Schedule:

- Day shift

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