Territory Customer Support Manager
Apply Job ID 113537At 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.
Title: Territory Customer Support Manager - 113537
Primary Location: Canada (CA) - Off-Site - Edmonton
Function: Customer & Product Support
Onsite/Remote: Remote Position
Candidates applying for this position must be legally eligible to work in Canada.
Your Responsibilities
As a Territory Customer Support Manager for John Deere in Edmonton, Alberta, you will be instrumental in enhancing the technical and customer support capabilities of our dealer channel. Your primary objective will be to meet marketing unit product support and customer satisfaction goals within your designated geographic area. Additionally, you will:
- Dealer channel Collaboration: Work closely with a dealer channel to identify and resolve products performance issues related to Customer Experience (CE) and Customer Relationship Management (CRM).
- Product Expertise and Support: Serve as the product expert for assigned product line, coordinating with factories on issues and enhancing dealers' customer support capabilities to improve customer satisfaction.
- Training and Development: Deliver training for a dealer channel, employees, and customers while assisting dealers in their training plans and enrollment.
- Warranty and Service Management: Administer product warranty policies and the Product Improvement Program (PIP), while enhancing dealers’ service management and profitability to strengthen their parts and service operations.
What Skills You Need
- Proven ability to negotiate effectively and resolve conflicts with professionalism.
- Strong organizational skills to prioritize tasks and manage time efficiently.
- Ability to work seamlessly within a team environment, contributing to collective goals.
- Excellent verbal and written communication skills, with the capability to deliver engaging presentations.
- Competent in utilizing Microsoft Office applications to enhance productivity and reporting.
- Demonstrate initiative and the ability to work independently with a proactive mindset.
- Knowledge and understanding of equipment and its operations.
- Flexibility to travel up to 50% within Canada and the U.S. to meet business requirements.
What Makes You Stand Out
- Strong knowledge and hands-on experience with relevant agricultural equipment.
- A solid understanding of farming practices and the operational and business needs of Ag & Turf customers.
- Familiarity with business operations, Customer Experience, sales strategies, and marketing principles.
- Experience collaborating with dealers or channel partners in the agricultural sector.
- Proven track record of regular customer interactions, with insights into the dealer/distribution network and a thorough understanding of your geographic area of responsibility.
Education
- University degree, preferably in agriculture, engineering, business or a related discipline
In accordance with the John Deere Accommodation Policy, reasonable accommodation of any of these qualifications may be considered. An equal opportunity employer, John Deere requires a diversity of people, perspectives and ideas to address the complex challenges of its global business.
This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved.
The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.