Customer Support Business Manager
Apply Job ID 108022Who We Are
Integrity. Quality. Humanity. Commitment. Innovation.
These are our values and not only what we stand by but what we stand for. We believe in empowering people. We create and deliver solutions. We give back to community. We think differently and we do it better. Our innovative spirit has driven us to continually evolve and deliver solutions to our dealers and our community and made us a business that our people are proud of and proud to work for.
At John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard.
Why Join Us?
At John Deere, you are empowered to create a career that will take you to where you want to go. Here, you'll enjoy the support to think outside the box and the advanced tools and technology that foster innovation and achievement.
We are a Global company that truly values its people and provides a broad range of benefits which include a competitive remuneration package, flexible working, social activities, health and safety programs and ongoing training and development opportunities along with other Benefits like-
• Friendly and inclusive company culture where wellbeing of our employees is at the forefront of everything we do.
• A mature outlook on flexible work arrangements which allows you to truly balance work and life.
• Professional Development (Higher Education, Training & Memberships)
• 14.5% Super if you choose to go with John Deere Mercer Super Plan
• Paid Parental leave – 16 Weeks for new parents
• Purchase Leave Available
• Paid Community Leave
• Free Parking
We embrace and strive for a workforce that is as diverse, talented and passionate as the communities in which we live and operate, and to provide a workplace where people feel included, valued and supported. We welcome applications from all backgrounds and believe that by understanding and respecting each other’s differences we will perform at our best!
Title: Customer Support Business Manager
Primary Location: Australia (AU) - Queensland -Crestmead
Job Grade: 10
Hiring Manager: Stephanie Gersekowski
The Opportunity
We are seeking a dynamic and results-oriented Customer Support Manager to join our team. In this pivotal role, you will own the divisional customer support plan, driving and influencing dealer execution of customer support activities. Your focus will be on enhancing product uptime, optimizing service department capacity, and spearheading marketing initiatives. You will also ensure compliance with all legal and Occupational Health and Safety (OHS) product-related issues within the division.
Key Responsibilities:
- Collaborate with the Director of Aftermarket & Customer Support (A&CS) to define the unit’s Customer Support strategy and oversee the implementation of programs and services in alignment with local and enterprise expectations.
- Provide leadership and management for unit customer support functions across all product lines within the geographic division, directing resources and activities to support and develop nominated channel partners.
- Lead a team of infield and in-house territory customer support managers to achieve technical support and customer satisfaction goals, enhancing overall channel partner engagement.
- Develop actionable plans and guide execution to grow dealer service department capacity, working closely with the Connected Support Marketing Manager.
- Communicate and coordinate effectively with factories and enterprise Product Support to resolve product issues promptly and efficiently.
- Manage all product safety and legal compliance initiatives for the division to ensure adherence to unit and enterprise policies.
- Oversee warranty administration activities across all product lines within the division, ensuring compliance with established policies and procedures.
About You
With a strong expertise in product support and service profitability, you are an energetic self-starter who is an excellent team player who takes pride in their work and their working environment.
What Skills You Need
- Ability to develop and implement customer support strategies aligned with business objectives.
- Experience in customer support and product interaction, with a solid understanding of customer support processes.
- Background in field sales and/or product support.
- Practical experience with John Deere machinery and equipment.
- Knowledge of heavy machinery dealer business practices, particularly those at John Deere dealerships.
- Project management and business planning experience.
- Proven ability to lead and manage teams effectively, with experience in customer support management.
- Strong interpersonal communication, negotiation, and conflict resolution skills.
- Understanding of products, customers, markets, and competitors.
- Experience working with channel partners to enhance dealer performance and satisfaction.
If you have the experience outlined above, and the passion to succeed, we would love to hear from you!
Please click the 'APPLY' button now and send through your resume and cover letter detailing your previous relevant experience and why you are the perfect candidate for our team.
Applications for this position will close at close of business October 15 , 2024
Note: Appropriate work authorisations are required in this country prior to application.
John Deere believes in the power of diversity in the workforce and we and are committed to creating an inclusive environment for all employees.
John Deere Australia is proud to be recognised by Diversity Council Australia Ltd as an Inclusive Employer for three consecutive years: 2021- 2024
John Deere is proud to collaborate with WORK180- an international jobs network that connects smart businesses with talented women.