Key Player in Dealer Support Development
4 days ago
As a key player in our team, you will play a critical role in developing the dealer's customer support capability while holding dealers accountable for achieving agreed goals.
Your primary objective will be to drive product and performance issue resolution with dealer's customers and communicate with factories and Product Support Specialist on appropriate issues and solutions. This involves administering Company product warranty and product improvement program policies and resolving reimbursement issues.
Additionally, you will be responsible for fulfilling the duties of the customer contact centre to ensure customers' issues are recorded, resolved personally, or escalated as appropriate to dealers, Territory Customer Support Manager or Customer Support Business Manager for resolution.
Furthermore, you will set dealer goals and assist dealers to develop product support capabilities (Service ADVISOR, DTAC, Facilities, Warranty Administration, Connected Support tools) to improve customer satisfaction.
Lastly, you will drive dealer management to establish learning paths for key customer support roles within the dealership, utilising various KPIs to manage training participation and class enrollment.
Required Skills and QualificationsTechnical Knowledge: We require an individual with experience in resolving complex technical issues with a high degree of technical expertise.
Business Knowledge: The ideal candidate should have experience in the field of turf care with knowledge of dealer product support function, customers, markets, and competitors.
Strong Communication Skills: You must be able to communicate effectively with dealers, customers, and various departments.
Relationship Management: Your ability to influence without authority is crucial.
Sustainable Results: We seek an individual who can drive sustainable results and deliver customer results.
Adaptability: The role requires working in a fast-paced and ever-changing environment and being flexible to changing situations is essential to ensure customer satisfaction and meet dealer goals.
BenefitsWe offer a competitive remuneration package, flexible working, social activities, health and safety programs, and ongoing training and development opportunities.
Why Join Us?At our organisation, we value our people and provide the support to think outside the box and the advanced tools and technology that foster innovation and achievement. We strive to make a positive impact on our world and are committed to creating solutions that make a difference.
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