Territory Customer Support Manager
Apply Job ID 108021Who 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
• Annual Leave loading
• 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: Territory Customer Support Manager
Primary Location: Australia (AU)-Queensland -Crestmead
Job Grade: 07
Hiring Manager: Marko Koelln
The Opportunity
We are looking for a highly motivated Territory Customer Support Manager to join our team. The main purpose of this role is to focus on developing the dealer’s customer support capability while holding dealers accountable for achieving agreed goals. The Territory Customer Support Manager will achieve branch and customer/dealer satisfaction goals for a group of assigned dealers within the region through the development of dealer's technical and customer support capability, pre-empting and resolving technical and/or parts issues impacting machine performance and uptime and customer relationships.
Key Responsibilities
- Drives product and performance issue resolution with dealer’s customers and communicates with factories and Product Support Specialist on appropriate issues and solutions.
- Administers Company product warranty and product improvement program policies and resolves reimbursement issues.
- Fulfills the duties of the customer contact center to ensure customers issues are recorded, resolved personally, or escalated as appropriate to dealers, Territory Customer Support Manager or Customer Support Business Manager for resolution.
- Sets dealer goals and assists dealers to develop product support capabilities (Service ADVISOR, DTAC, Facilities, Warranty Administration, Connected Support tools) to improve customer satisfaction.
- Drives dealer management to establish learning paths for key customer support roles within the dealership, utilises various KPI’s to manage training participation and class enrollment.
About you:
Are you a dynamic and customer focused individual ready to take the next step in your career? We are seeking a Territory Customer Support Manager to join our team who is passionate about the opportunity and has a combination of the following technical skills, attributes and experience:
What Skills You Need
- Technical Knowledge: Experience in resolving complex technical issues with a high degree of technical experience.
- Business Knowledge: Experience in the field of turf care with knowledge of dealer product support function, customers, markets and competitors.
- Strong Communication Skills: The Ability to communicate effectively with dealers, customers, and various departments.
- Relationship management and ability to influence without authority.
- Ability to drive sustainable results and deliver customer results.
- Adaptable: The role requires working in a fast-paced and ever-changing environment and being flexible to changing situations is essential to ensure customer satisfaction and meet dealer goals.
What Makes You Stand Out
- Ability to take initiative and jump on challenges and embrace the new and unknown.
- Analytical skills: The ability to analyse data, track KPIs, and identify areas for improvement.
- Coaching and training skills. The ability to coach and train dealers in service advisor, DTAC, facility management, and other customer support capabilities.
- Negotiation skills
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 13 , 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.