Territory Customer Support Manager at Total Recruitment Solutions -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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