Mgr, Field Service Aus

4 weeks ago

Sunshine, Australia AGCO Full time

**Mgr, Field Service AUS**

**Who We Are Looking For**:
The Field Services Manager is responsible to manage, direct and support the daily activities of AGCO Field Service Team; provide support for Parts, Sales and Management teams; complete Field related tasks as directed by the Director Field Service; attend, engage and present Field related presentations to AGCO Management, District Teams and AGCO distribution pertaining to Field Service organization and functionality.

**What You Will Do**:

- Ensure that Dealerships view AGCO’s field technical support organization is a value-add partner to the success of their business
- Achieve specified performance metrics (e.g., field campaign completions, Training enrollments/completion, Goodwill/post warranty expense, TTI Time to Identify)
- Identify and address administrative issues associated with Field Service that cause workload difficulties to the other FSMs & the FSS:

- Review all IT/IS systems for opportunities for using “technology” to reduce manual activities
- Review all internal policies and procedures as related to Field Service with the aim to improve, reduce, eliminate, or streamline tasks
- Work closely with the finance team to:

- Forecast, monitor and operate within the assigned Field Service operating budgets
- Maintain, monitor and report to Director Field Service and respective District Directors (monthly):

- Goodwill/post warranty expenses (and, monitor and approve Goodwill agreements as proposed by FSMs & FSSs)
- Dealer call frequency statistics
- Customer Concern resolution statistics
- Lead respective Field Service teams to surpass dealer expectations with problem resolution, technical solution support and satisfaction
- Assure timely follow-up and closure to Customer Contacts related to “technical issues”:

- When launched, work closely with the AGCO Customer Contact Center
- In general, engage in customer related complaints & Customer Satisfaction Survey to increase the regions NPS
- Conduct Tech product & Tech systems training courses
- Assist with the support of new systems & software Eg; TCD & EDT diagnostic tools to ensure correct use and dealer understanding - both at Field Service and Dealer level
- Create and deliver task-related presentations as requested by the Director Field Service
- Work with the supplier for Technical Publications Business Project to ensure quality of product and delivery of product meets Dealers and Retail Customer’s expectations
- Work closely with the NPI & Marketing teams:

- Ensuring new products to market are ready to release from a Field Service perspective

**A Plus If You Have**:

- Minimum of 5 years of Dealer Supervisory/Management experience
- Minimum of 10 years of experience working with Agricultural or Industrial equipment
- AGCO product knowledge will be an advantage.
- Must have minimum of 5 years of experience in Technical Support environment.
- Must have computer proficiency.
- PC - IBM Format
- MS Outlook, Word, Excel, Access, Project, PowerPoint
- Knowledge of product design and functionality and strong technical knowledge of all related agricultural equipment
- Strong familiarity with Dealership business practices relating to product support.
- English language position but additional language in addition may be an advantage.

**Who You Are**:

- Good knowledge of AGCO products
- Ability to conduct training courses
- Willingness to travel within Australia, APA & to factory locations when required

**What We Offer You**:
The opportunity to join a true global company

AGCO employees work flexibly from the office, home, or a hybrid of both

Work with a market leading product range

Solid professional development opportunities through AGCO University

AGCO is a global leader in the design, manufacture and distribution of agricultural engineering with a portfolio of exciting international brands which deliver solutions to farmers in 140 countries through a full line offer from tractors and combine harvesters to protein production systems and smart farming software solutions - to an environment where the future is happening now.

Join us as we bring agriculture into the future. Experience our global diversity and enterprising spirit while helping us create innovative technology that helps feed the world's nearly 8 billion people.

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