Territory Customer Support Manager

John Deere

  • Edmonton, AB
  • $88,848-133,272 per year
  • Permanent
  • Full-time
  • 1 day ago
At John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard.Title: Territory Customer Support Manager - 115228
Primary Location: Canada (CA) - Alberta - Edmonton
Function: Customer Experience (CA)
Onsite/Remote: Remote Position
New or Existing Postion: New Postion
Salary Range: $88,848.00 - $133,272.00
Referral Bonus: $2,000.00Candidates applying for this position must be legally eligible to work in Canada.Your ResponsibilitiesAs a Territory Customer Support Manager for John Deere’s C&F Division in Edmonton, Alberta, you will drive dealer process implementations to resolve concerns with channel partners and customers. As part of these activities, you will communicate with factories on technical issues and solutions. You will also be tasked with increasing the service capabilities of the dealers to drive an improved customer experience and support increasing service sales. In addition, you will:
  • Routinely travel to assigned dealer locations in Alberta and BC and periodic travel to the USA
  • Resolve product and performance issues with channel partners/customers and communicate with factories on appropriate issues and solutions.
  • Manage efforts to develop channel partners product support capabilities through: Service ADVISOR, Dealer Technical Assistance Center (DTAC), Technician training, tools, facilities, warranty administration; to improve customer satisfaction.
  • Develop channel partner’s service management/profitability capabilities Increase dealers’ Connected Support capabilities Drive service capacity growth on the territory through improving technician recruitment, retention and efficiency and Certified Rebuild Centers.
  • Administer product support policies and/or processes, as well as track and report competitive performance.
  • Administer warranty and Product Improvement Programs (PIP) and resolve reimbursement issues.
What Skills You Need
  • Proactive mindset with excellent communication skills who thrives on facilitating problem resolution and working in a team environment.
  • Knowledge of dealers and other distribution channels.
  • Experience executing on or leading execution on longer-term items while managing day-to-day issues and challenges.
  • Knowledge of dealer product support capacity and competencies.
  • Knowledge of construction industry (products, customers, markets and competitors)
  • Ability to work independently with strong decision making capabilities.
What Makes You Stand Out
  • Field experience calling on dealers with regular customer contact, knowledge of dealer/distribution network, and broad product knowledge in Construction or Forestry equipment.
  • Experience influencing effectively and managing the execution of work through others.
  • Experience with John Deere machinery and equipment.
  • Customer support experience with customer interaction regarding products, parts, and services.
  • Factory experience with regular interfacing with design, engineering, and manufacturing and focused product-specific knowledge.
EducationIdeally you will have a degree or equivalent related work experience in the following:
  • Bachelor's degree in Business, Management, Engineering, Technology, Agricultural Sciences, Marketing, or equivalent discipline (4 years or equivalent)
In accordance with the John Deere Accommodation Policy, reasonable accommodation of any of these qualifications may be considered. An equal opportunity employer, John Deere requires a diversity of people, perspectives and ideas to address the complex challenges of its global business.This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved.The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.The company uses artificial intelligence (AI) in screening, assessing, and selecting applicants for open positions.

John Deere