Customer Support Manager

3 months ago

Garner, United States Ascendum Machinery Full time
Job DescriptionJob DescriptionDescription:

Primary Role


Drive the sales of service and parts for all Ascendum lines throughout Eastern NC; supporting the NC / TN region.


FLSA STATUS: The U.S. Fair Labor Standards Act (FLSA) requires employers to classify their employees as being either exempt or non-exempt for the purpose of being paid overtime wages. The essential duties of this job are such that the employee is classified according to the FLSA as a Non-Exempt employee.


EQUAL OPPORTUNITY: Ascendum makes recruitment, employment, promotional and all other People and Culture decisions without regard to race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy (including childbirth and related conditions, including, but not limited to, lactation), disability, hair texture or protective hairstyle, veteran status, uniformed service, genetic information, or any other class or characteristic protected by applicable law. This policy applies to all aspects of employment that include but are not limited to hiring, promotion, training, transfers, job assignments, terminations, recalls, wage and salary administration, and application of all Company policies, procedures, and benefits.


Key Accountabilities and Responsibilities

  • Develops and maintains customer relationships at all levels.
  • Markets and sells the value of parts and service to customers.
  • Review and quote all Ascendum block time customer offerings.
  • Helps prospect for new markets, customers and applications within all Ascendum regions.
  • Develops good knowledge of competitive products and suppliers.
  • Produce Ascendum Total Maintenance and Repair Agreements and multi-year Customer Support Agreements.
  • Review the product support elements of Ascendum governmental bids and quotes.
  • Provides input on annual forecasts for region and territory potential.
  • Resolves customer product support issues, as necessary.
  • Works with regional management teams and corporate staff to support goals and marketing ideas for increasing product support sales.
  • Provides customer service and prospecting skills with the ability to approach the sales process creatively and in a professional and consultative manner.
  • Provide monitoring and oversight for remote parts routes and field support activity.
  • Provides customers with information for helping to cost effectively manage equipment.
  • Utilizes and maintains key product support metrics and customer data.
  • Specialist in telematics; Active Care Direct, Co-pilot, and other systems.
  • Provide key account support as required to ensure customer satisfaction.
  • Other duties as may be assigned to meet company goals and objectives.

Key Competencies


• Intellectual competencies include high intelligence, problem analysis, creativity, pragmatism

• Skilled in active listening and adapting communication styles,

• Ability to communicate well both orally and in writing that influences others,

• Proven ability to complete work with energy and enthusiasm.

• Customer orientation toward service and building relationships

• Ability to work with limited supervision and possess high personal competencies with integrity, initiative, resourcefulness, and planning.

• Compatible to working extended hours, as necessary.

• Motivated by material rewards and for adding value to customer transactions.

• Knowledge of parts and service operations within construction equipment industry.

Requirements:

RESPONSIBILITIES:

• Bachelor degree in business or related field or related industry experience,

• 5-10 years work experience with construction equipment dealer,

• High proficiency in customer relationship skills,

• Keen understanding of product support metrics,

• Proficiency in Microsoft Window applications and related computer technology,

• Must have ability to communicate clearly, both orally and in writing,

• Discretion in handling confidential company information.

• Must be organized and a good planner.

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