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US Dealer Product Support Manager

4 months ago

Newnan, Georgia, United States Jordansitter Full time

**US Dealer Product Support Manager (Mining Equipment)**

The Dealer Support Manager will improve machine availability/up-time, and improve response times on technical/product/parts support.

**SUMMARY**

The Dealer Support Manager will improve machine availability at field and provide best in area after sales support to customer through dealer. Supports dealer and improves response time to resolve tech issue/concern to customer through FIR from dealer. Pick up non-technical issue from field, and work with dealer to improve field support, and provide excellent customer satisfaction. Work closely with other functions of Customer Care, OEM, Local purchased Parts & Reman component Supplier, and achieve all the above.

**DUTIES**

**08th February, 2022**

FIR response to dealers in responsible area

Field support operational related training to dealer

Periodical customer visit with dealer

Tech meeting with dealer/customer in responsible area

Share non-tech request from dealer to proper internal stakeholder/team member

Tech meeting with OEM

Field survey for Voice of Customer and Voice of Dealer

Issue Product Improvement Request to OEM

Maintain Dealer Support (North America) progress check-sheet

Support OEM to field proof new/upgraded product/component

FIR response (1st & Total duration, FIR evaluation)

FIR analysis (categorized by cases, monitor progress by dealer)

Field support operational related training to dealer

Progress check sheet status for each group

**REQUIREMENTS**

5+ years practical working experience in product support or management related activities (Manager)

5+ years of customer service experience (Others)

Basic knowledge of hydraulics and electrics for Hydraulic excavator

Basic knowledge of AC drive off road mining trucks

Clear and logical communication in English (written & spoken)

Basic computer skills, prefer data mining/analysis skills

Work in both office and field environment (travel maybe required)

Additional duties as assigned

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