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Customer Support Operations Manager

2 months ago

Chattanooga, Tennessee, United States ASTEC Full time

BUILT TO CONNECT

Astec is a worldwide, environmentally conscious infrastructure and manufacturing organization specializing in asphalt road construction and aggregate processing. Our goal is to innovate and create the most advanced products for the sectors we serve. By utilizing cutting-edge solutions and technologies, we cater to clients globally.

ABOUT THE ROLE

This position is accountable for overseeing and facilitating all Product Support related development initiatives associated with both existing and new offerings for all Astec Industries Integrated Solutions (IS) and Materials Solutions Group (MS) products. The emphasis will be on technology, systems, and process enhancement aimed at enriching the customer experience, enhancing machine availability, and simplifying business interactions for clients and dealers.

KEY RESPONSIBILITIES

  • Enhance, manage, and oversee vital dealer and customer applications and tools such as websites and diagnostic instruments.
  • Advocate for the utilization of telematics data to generate value for customers and the company, particularly concerning diagnostics, predictive maintenance, parts sales, and alert systems.
  • Develop, manage, and continuously refine processes and protocols related to Customer Support Planning within the New Product Development (NPD) cycle, ensuring all facets of aftermarket parts and service support are prepared prior to product launch.
  • Foster organizational expertise specific to Customer Support Engineering, including but not limited to design for diagnostics, serviceability, reparability, and data management.
  • Establish and oversee the Dealer New Model Qualification program, clearly defining requirements for dealer parts inventory, sales and technical training, and specialized tools. Develop and manage a Total Cost of Ownership database.
  • Facilitate and produce actionable insights through Data Analytics to extract business value from data across the division.
  • Identify, assess, select, and cultivate new technologies essential for delivering significant value to customers and the company, particularly in the domain of parts and service sales.

QUALIFICATIONS FOR SUCCESS

  • Exceptional interpersonal, communication, and presentation abilities.
  • Capability to recognize issues or potential challenges at both strategic and operational levels and make or suggest decisions for resolution.
  • Proven business outcomes through the collection, dissemination, and analysis of extensive data.
  • Ability to manage disputes and resolve challenges in a constructive manner for all involved parties.
  • Exhibits strong leadership qualities.
  • Outstanding organizational and time-management capabilities.
  • Readiness to assume responsibility and embrace new challenges.
  • Ability to influence others through effective communication to achieve desired outcomes.

SUPERVISORY ROLE

This role is responsible for the overall direction, coordination, and evaluation of the department. It directly or indirectly manages between one (1) to ten (10) non-supervisory personnel, including but not limited to Software Developers, Customer Support Planners, Customer Support Engineers, Product Support Representatives, Data Analysts, Data Catalysts, Data Wranglers, and Data Scientists. Supervisory responsibilities are carried out in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees, planning, assigning, and directing work, evaluating performance, rewarding and disciplining employees, addressing complaints, and resolving issues in compliance with applicable employment law guidelines.

EDUCATION AND EXPERIENCE

  • Minimum Bachelor's degree in Engineering, Business, Computer Science, or a related field. A Master's degree is preferred.
  • At least five (5) years of supervisory or managerial experience.
  • Understanding of Customer and Product Support fundamentals and processes is essential.
  • Familiarity with manufacturing processes is advantageous.
  • Knowledge of the heavy equipment industry is beneficial.
  • Understanding of dealer distribution channels is a plus.

SKILLS AND ABILITIES REQUIRED

  • Ability to create, implement, and effectively communicate a strategic vision for advanced support concept development and delivery.
  • Demonstrated business results through the collection, dissemination, and analysis of extensive data.
  • Strong interpersonal, communication, and presentation skills.
  • Ability to manage conflict and resolve issues in a constructive manner for all parties involved.
  • Capability to identify problems or potential challenges at both strategic and operational levels and make or recommend decisions for resolution.
  • Exhibits strong leadership qualities.
  • Excellent organizational and time-management skills.
  • Willingness to accept responsibility and take on new challenges.
  • Ability to influence others through effective communication to achieve desired results.