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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