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Customer Service Representative
Overall Purpose | - To provide customer / after-market support for all customers and dealers in the area.
- To document improvements and introductions required on all models.
- To provide direction for new product development on all models.
| Main Responsibilities (key tasks) | - To provide customer / after-market support for all customers and dealers that meets the customer's expectations.
- Drive solutions for all customer requirements relating to new product developments, upgrades or improvements.
- Supply details on customer requirements for new product developments,
upgrades or improvements that meet the needs and expectations of our
customers.
- To manage key supplier support by working alongside
them to ensure that all relevant after-market assistance in installed
to the Company customer base.
- Develop the dealers and customers and install the technical competence for all our products.
- To provide in territory analysis and support for warranty on all construction products.
- Control customers help desk and communicate issues with all levels of the organization.
| Performance Measure | - Deliver 24-hour customer response for all field issues for all dealers.
- Deliver key supplier support by working alongside them to ensure that
all issues are resolved and corrective action introduced.
- Creation
and implement a customer visit plan that delivers a minimum of 3 visits
per rolling year for all major customers / dealers.
- Ensure all customer
requirements for new product developments, upgrades or improvements are
communicated and implemented.Audit all dealers and rank performance.
- Identify and resolve all short falls with the support of the sales group.
- Install level 3 training certification for all assigned dealers.
| Qualifications | - Relevant work experience in a similar technical / customer role.
| Skills & Knowledge | - Knowledge of Company and competitors products relating to performance, quality and whole life costs.
- Project management / problem solving / cost control.
- Interpersonal skills.
- Report writing skills.
- IT literacy.
- English - Intermediate level and higher.
| Experience | - Engineering background.
- Customer support experience.
- Legislative knowledge relating to construction equipment.
- Construction equipment background advantageous.
| General Requirements | - Must be a team player that can interact with all levels of the design organization.
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