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NAFASI ZA KAZI – Unique Personnel Tanzania, Territory Customer Support Manager

Territory Customer Support Manager 

Unique Personnel Tanzania

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

 

  • Description of the major duties performed in this job.
  • 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.

 

Qualifications

 

  • Competencies, technical skills, formal education and relevant work experience critical for successful individual performance of essential functions.

 

Competencies And Target Level :

 

  • The leadership level of the job determines competencies in the company Competency Model. Resources can be found in the Talent Central Self Service Portal.

 

Technical Skills & Knowledge :

 

  • Specialized skills, knowledge and abilities needed to perform the essential functions of the job.
  • Knowledge of dealers and other channels. – Has a good understanding of the principles and can independently use the knowledge.
  • Knowledge of dealer product support capacity and competencies. – Performs more complex functions, understands principles, may teach others.
  • Understanding of Customer Support Process. – Has a good understanding of the principles and can independently use the knowledge.
  • Skill in interpersonal communications, negotiation, and conflict resolution. – Has a good understanding of the principles and can independently use the knowledge.
  • Knowledge of products, customers, markets and competitors. – Has a good understanding of the principles and can independently use the knowledge.

 

Education

 

  • Formal education or training required to perform the essential functions of the job. Includes degrees,certifications, licenses and/or registration requirements.
  • Degree in an Education discipline or equivalent experience. – University Degree (4 years or equivalent)
  • Degree in a Business/Management discipline or equivalent experience. – University Degree (4 years or equivalent)
  • Degree in an Engineering/Technology discipline or equivalent experience. – University Degree (4 years or equivalent)
  • Degree in an Agricultural Sciences discipline or equivalent experience. – University Degree (4 years or equivalent)
  • Degree in a Marketing discipline or equivalent experience. – University Degree (4 years or equivalent)

 

Relevant Work Experiences :

 

  • Type and amount of experience necessary to perform the essential functions of the job. May include specific roles and/or an understanding of a particular function, organization, industry or product line.
  • Customer support experience with customer interaction regarding products, parts, and services. – 1 – 3 years
  • Field experience with regular customer contact, knowledge of dealer/distribution network, limitedgeographic area of responsibility, and broad product knowledge. – Less than 1 year
  • Factory experience with regular interfacing with design, engineering, and manufacturing; worldwide geographic area of responsibility; and focused product-specific knowledge. – 1 – 3 years

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