Territory Customer Support Manager

John Deere is a company focused on providing solutions for the agricultural industry as the world faces rapid population growth and urbanization. The Territory Customer Support Manager will drive dealer process implementations, enhance service capabilities, and improve customer experience through effective communication and support initiatives.

Responsibilities:

• Drive dealer process implementations to resolve concerns with channel partners and customers
• Communicate with factories on technical issues and solutions
• Increase the service capabilities of the dealers to drive an improved customer experience and support increasing service sales
• Routinely travel to assigned dealer locations
• Resolve product and performance issues with channel partners/customers and communicate with factories on appropriate issues and solutions
• Support efforts to grow technology utilization across the territory and division
• Manage efforts to develop channel partners product support capabilities through: Service Center, Dealer Technical Assistance Center (DTAC), Technician training, tools, facilities, warranty administration; to improve customer satisfaction
• Develop channel partner’s service management/profitability capabilities
• Increase dealers’ Connected Support capabilities
• Drive service capacity growth on the territory through improving technician recruitment, retention and efficiency
• Administer product support policies and/or processes, as well as track and report competitive performance
• Provide marketing support for customer and dealer optimization events, demonstrations, and farm shows
• Administer warranty and Product Improvement Programs (PIP) and resolve reimbursement issues

Requirements:

• Proactive mindset with excellent communication skills who thrives on facilitating problem resolution and working in a team environment
• Microsoft Office Tools knowledge (Outlook, Excel, PowerPoint, Word, SharePoint)
• 2 or more years customer support and/or marketing and sales experience with customer interaction regarding products, parts, and/or service
• Or - 2 or more years factory experience with design, engineering, and manufacturing, or marketing and sales with focused product-specific knowledge and dealer/customer interaction
• Ability and willingness to travel domestically, up to 50%
• Bachelor's degree in Education, Business, Engineering, Technology, Agricultural Sciences, or equivalent related work experience
• 2 or more years of experience with regular customer contact, knowledge of dealer/distribution network processes, and broad product knowledge
• 2 or more years of experience with Negotiation and Conflict Resolution processes
• 1 or more years of experience with John Deere Connected Support Strategy including development of programs and services offered to Dealers and/or End Use Customers
• 2 or more years practical experience with John Deere machinery and equipment