MAJOR PURPOSE
Achieves marketing unit product support and customer/dealer satisfaction goals in a geographic area of responsibility by developing channel partner technical and product support capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, working with channel partners to manage customer relationships, delivering channel partner/customer training and administering product warranty and other reimbursement policies.
Major Duties
Achieves marketing unit product support and customer/dealer satisfaction goals in a geographic area of responsibility by developing channel partner technical and product support capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, working with channel partners to manage customer relationships, delivering channel partner/customer training and administering product warranty and other reimbursement policies.
Major Duties
Resolves product and performance issues with channel partners/customers and communicates with factories on appropriate issues and solutions; including Customer Satisfaction Index (CSI)/Customer Relationship Management (CRM) and follow-up.
Manages efforts in developing channel partner's product support capabilities (Service ADVISOR, Dealer Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer satisfaction.
Delivers product training, technical, and/or management training to channel partners, company employees or customers and facilitates channel partner employee development by counseling them on training plans and class enrollment.
Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and farm shows.
Administers Company product warranty/Product Improvement Program (PIP) policies and resolves other reimbursement issues.
Depending on division requirements, may develop channel partner's service management/profitability capabilities.
Administers product support policies and/or processes.
Tracks and reports competitive performance
