Territory Customer Support Manager North Central

KEY RESPONSIBILITIES

This position will cover the North Central territory (MN, WI, MI, IN, IL, MO, KS, IA)

Dealer Organization

• Work with Sany teams select new dealer partners in strategically targeted markets.
• 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 support SANY America and their customer base.
• Support Dealer development and network strategies driving profitable aftersales business.
• Deliver dealership specific metrics to assist in meaningful KPI targets.
• 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.

Parts

• Champion 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.
• Support the training of dealer parts personnel to ensure efficient use of Sany systems.

Warranty

• Provide support and clarity in the application of the SANY warranty policies and procedures as outlined in the Dealer Policy Manual
• Support dealers in the timely submittal of warranty claims.
• Ensure 100% compliance on all mandatory safety related bulletins

Other Duties

• Identify and report on product quality and emerging product reliability issues.
• Additional duties as assigned

PROFESSIONAL EXPERIENCE & QUALIFICATIONS

The ideal candidate will possess:

• Understanding of dealership daily operations.
• A customer-centric and service-oriented mind-set with a passion for customer service.
• Proficient computer use including Office 365suite.
• Attention to detail and critical view for continuous improvement to drive exceptional customer experience
• Strong written and verbal communication and presentation skills
• Understanding of collaborative teamwork
• Strong organization and prioritizing skills
• Ability to build trust and credibility with a variety of stakeholders to ensure the delivery of value-based solutions.
• Valid Driver’s license with a clean driving record
• Minimum educational requirement of a high school diploma

strong candidate will have

• Ability to understand and read technical manuals, parts manual, electric and hydraulic schematics
• Minimum of 5 years of experience in the construction, industrial or agricultural equipment industry
• Experience with service and parts department management
• Technical College or similar Higher Education qualifications
• Salesforce experience

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.