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Reference: NWI001703-HSM-1I need the Technical, Hands-On Customer Support People to grab this once in a lifetime opportunity opportunityTerritory Customer Support – South Africa and International (Africa)If travelling and getting your hands dirty in heavy machinery excites you, then this one is for you If you have a passion for Customer Care, and assisting your clients hands-on, then this is also for you If joining a well known brand in South Africa within the Agri Machinery space makes you excited, then do NOT MISS OUT TO APPLY: Purpose of the role:Achieves marketing Unit product support and customer / dealer satisfaction goals in set geographic areas of responsibility. Develop channel partner technical and product support (hands on) Preempting and resolving technical and/or parts issues impacting machine performance and uptime. Working with channel partners to manage customer and dealer relationships, delivering channel partner / customer / dealer training and administering product warranty and other reimbursement policies.Major Duties: Frequent International travel to assist channel partners / dealers / end users HANDS ON with malfunctioning machinery Resolves product and performance issues HANDS ON with channel partners / customers / dealers and communicates with factories on appropriate issues and solutions, including Customer Satisfaction Index (CSI) and CRM (Customer Relationship Management Manages efforts in developing channel partner’s product support capabilities (Service ADVISOR, Dealer Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer satisfaction. Delivers product training, technical and/or management training to channel partners, company employees or customers and facilitates channel partner employee development by counselling them on training plans and class enrollment Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and attending shows Administers company product warranty / Product Improvement Program (PIP) policies and resolves other reimbursement issues Depending on division requirements, may be required to develop channel partner’s service management / profitability capabilities Administers product support policies and / or progress Tracks and reports competitive performance Skills, abilities and knowledge: Knowledge of dealer product support capacity and competencies Skills in interpersonal communications, negotiations and conflict resolutions FULL understanding of Customer Support Process Knowledge of products, customers, markets and competitors Education requirements: Degree in Engineering / Technology discipline Degree in Agricultural Science discipline or equivalent Degree in Marketing discipline a plus Experience required: Customer Support Experience with direct customer interaction regarding products, parts and services (3 yrs) FIELD experience with REGULAR customer contact, knowledge of dealer / distribution network FACTORY experience with regular interfacing with design, engineering and manufacturing, worldwide geographic area of responsibility and focused product-specific knowledge (1-3 yrs) PRACTICAL experience with heavy machinery, agricultural equipment How to Apply:If you meet the above requirements, please send your resume DIRECTLY to: helsmithnetworkfinance.co.zaFor more finance jobs, please visit our website: www.networkrecruitmentinternational.comIf there is no reply within two weeks, please assume that your application for the vacancy was unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.We also invite you to reach out to us to discuss your next finance career opportunity Apply Now

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