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Dealer Service Support Manager | Heavy Equipment

Job Title: Dealer Service Support Manager | Heavy Equipment
Contract Type: Permanent
Location: Phra Nakhon Si Ayutthaya
Industry:
Start Date: 09/06/2017
Reference: 30075
Contact Name: Yves Gaboriault
Contact Email: yves.g@criterionasia.com
Job Published: June 29, 2017 15:33

Job Description

Role Overview

The Dealer Service Support Manager will provide technical service support for one of the world’s leading manufacturers of agricultural and construction machinery. The main objective of this role is to ensure the development of the local dealer’s service capabilities. This person will be responsible for prioritizing, driving and supporting the implementation of dealer development initiatives, and manage the product problem resolution process with the dealer and the company’s internal product groups.

Key Responsibilities | Deliverables

  • Build a trusting working relationship with the local dealer and identify areas where dealer service improvements are required
  • Implement dealer development activities to enhance customer satisfaction and profitable growth, leading to improved service absorption via robust processes
  • Conduct regular field visits to ensure that the service capabilities of the local dealer are sufficient to meet the needs of a growing customer base and expanded product range
  • Schedule frequent visits to regional dealer depots to measure performance, assess dealer standards implementation, facilitate improvements, and develop the services delivered to equipment end-users
  • Implement and monitor dealer KPIs associated with service activities
  • Provide technical assistance, support and guidance to the local dealer to ensure prompt and correct diagnosis of service concerns
  • Coordinate with the Parts team to ensure dealers have proper parts stock levels to support product repair & update programs
  • Analyze, understand and clearly communication technical issues to the company’s production facilities, and manage the product problem resolution process

 Experience | Skill Requirements

  • Degree in Engineering or related field preferred
  • Experienced in dealer service operations assessment & development, in addition to product/technical service support of heavy equipment
  • Knowledge of dealer financial business needs for driving a profitable aftermarket department, including experience with support and guidance for identified improvements or growth needs
  • Understand customer relationship management and retention with regards to service activities within a dealership
  • Good technical knowledge of hydraulic and electrical systems on heavy equipment
  • Experience with failure analysis and warranty data to prioritize product concerns
  • Able to write concise technical reports to effectively communicate product issues & resolutions
  • Outgoing and positive approach with the ability to communicate effectively at all levels
  • Capable of working individually, and within internal and external teams as well
  • Energetic, proactive and accountable, with the ability to work under pressure
  • Good written and verbal English language skills are essential

Please note that we can only accept applications from candidates with current working permission in Thailand, and that due to the expected high application rate, only those who are shortlisted will be contacted.

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