Territory Customer Support Manager- Northeast

2 months ago

Peachtree City, United States SANY AMERICA INC Full time
Job DescriptionJob Description

THE OPPORTUNITY

As part of the America’s team, SANY is looking to recruit a driven, forward-thinking and highly motivated Territory Customer Support Manager (Northeast) (NY, MD, CT, MA, RI, VT, NJ, ME, DE) (Remote)With the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years. Critical to this growth is the appointment of a high-quality TCSM who is responsible for overseeing the development of the dealer(s) parts and service business aligned to Sany expectations.

SANY America is pursuing an aggressive growth strategy that requires a strong and consistent dealer network supporting the increased market share. This role will require someone who has the ability to multi-task, understand the inner workings of a heavy equipment dealer organization while being a problem solver that can create and improve processes with outside-the-box thinking.

KEY RESPONSIBILITIES

The TCSM is expected to:

Dealer Organization

  • Work with SANY teams to investigate and select new dealer partners to grow the business

  • Develop dealer on-boarding training to ensure that dealer personnel have access to Sany resources

  • Assist in planning dealer readiness for receipt and dispatch of new equipment aligned to customer expectations.

  • Ensure dealers have resources and facilities to safely and efficiently service SANY machinery and maintain customer satisfaction

  • Support Dealer development of a profitable aftermarket business, including appropriate KPI’s to measure milestones along the journey

  • Assist dealer and customer with technical issues ensuring prompt resolution

  • Ensure all dealers are up to date on all product changes and service bulletins

  • Support technical service training to ensure dealer technicians are properly trained on SANY equipment and maintain appropriate skill level

  • Champion the development of Telematics and machine health monitoring initiatives

Parts

  • Work with dealers to promote the use of SANY OEM parts to drive dealer revenue objectives

  • Assist dealers in maintaining a well-stocked parts department to promptly respond to customer requirements

  • Provide parts guidance to dealers and customers when needed

  • Align the training of dealer parts personnel to enable efficient parts look-up and ordering using Sany systems

  • Develop the concept of a Parts and Service Sales (PSSR) role at the dealer level as appropriate to grow their aftermarket business

Warranty

  • Assure dealer understand the SANY warranty as outlined in Dealer Policy Manual

  • Train dealers on proper warranty process and procedures

  • Conduct random audits to ensure dealer follows SANY warranty policy

  • Work with dealers to submit warranty claims in a timely manner

  • Ensure 100% compliance on all mandatory safety related bulletins

Other Duties

  • Identify and report on product quality and emerging product reliability issues.

PROFESSIONAL EXPERIENCE & QUALIFICATIONS

The ideal candidate will have:

    • Knowledge of dealer operations

    • Ability to understand and read technical manuals, parts manual, electric and hydraulic schematics

    • A customer-centric and service-oriented mind-set with a passion for customer service.

    • Computer literate with experience of Microsoft Word, Excel and Salesforce

    • Attention to detail in order to promote positive customer interactions

    • Have strong communication, presentation, and teamwork skills with the ability to build trust and credibility with a variety of stakeholders

    • Strong organization and prioritizing skills and ability to drive value-based solutions

    • Provide leadership in completing assignments and projects aligned to deadlines

    • Valid Driver’s license with a clean driving record

STRONG CANDIDATE WILL HAVE

    • Minimum of 5 years of experience in the construction, industrial or agricultural equipment industry

    • Experience with service and parts departments

    • Technical College or similar Higher Education qualifications

TRAVEL

Must be willing to travel 50% to 70% of the time

COMPENSATION

Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus, and other exceptional benefits

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