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Customer Service Representative
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Overall Purpose |
- To provide customer / after-market support for all
customers and dealers in the area.
- To document improvements and introductions required on
all models.
- To provide direction for new product development on all
models.
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Main Responsibilities
(key tasks) |
- To provide customer / after-market support for all
customers and dealers that meets the customer's expectations.
- Drive solutions for all customer requirements relating
to new product developments, upgrades or improvements.
- Supply details on customer requirements for new product
developments, upgrades or improvements that meet the needs and expectations of
our customers.
- To manage key supplier support by working alongside them
to ensure that all relevant after-market assistance in installed to the Company
customer base.
- Develop the dealers and customers and install the
technical competence for all our products.
- To provide in territory analysis and support for
warranty on all construction products.
- Control customers help desk and communicate issues with
all levels of the organization.
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Performance Measure |
- Deliver 24-hour customer response for all field issues
for all dealers.
- Deliver key supplier support by working alongside them
to ensure that all issues are resolved and corrective action
introduced.
- Creation and implement a customer visit plan that
delivers a minimum of 3 visits per rolling year for all major customers /
dealers.
- Ensure all customer requirements for new product
developments, upgrades or improvements are communicated and implemented.Audit
all dealers and rank performance.
- Identify and resolve all short falls with the support of
the sales group.
- Install level 3 training certification for all assigned
dealers.
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Qualifications |
- Relevant work experience in a similar technical /
customer role.
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Skills &
Knowledge |
- Knowledge of Company and competitors products relating
to performance, quality and whole life costs.
- Project management / problem solving / cost
control.
- Interpersonal skills.
- Report writing skills.
- IT literacy.
- English - Intermediate level and
higher.
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Experience |
- Engineering background.
- Customer support experience.
- Legislative knowledge relating to construction
equipment.
- Construction equipment background
advantageous.
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General Requirements |
- Must be a team player that can interact with all levels
of the design organization.
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