The Territory Customer Support Manager will report to the Business Development Manager and be primarily responsible for working with KIOTI’s dealer network within an assigned German territory or territories. The TCSM will provide technical product expertise and resolve outstanding customer service issues between dealers & customers. The TCSM will aid dealers with developing best practices for aftersales processes through training, coaching, and professional mentoring.
|Duties and Responsibilities
Primarily responsible for assisting existing and new dealers with onsite technical support for KIOTI tractors and products. Experience with lawn, agricultural, and industrial equipment operation and/or maintenance is desired to assist in troubleshooting the following:
-Diesel and gasoline engines
•Ability to troubleshoot the above systems on the phone.
• Work closely with Territory Managers to determine dealer routes and priority of dealer visits.
•Individuals must display sound judgment and proper assessment when dealing with difficult situations and customers.
•Ability to read and interpret blueprints, symbols, and schematics. .
•Troubleshoot and resolve dealer technical customer service issues onsite and via phone and email
•Understand and troubleshoot verbal and written communication of technical information on diesel, gasoline, hydraulic, and electrical systems
•To maintain steady relationships with dealers by providing excellent customer service and support to dealers in a timely manner
•Readily available to travel to dealers to handle unexpected/urgent technical issues
•Train and assist dealers with product assembly, new dealer protocols, warranty process, parts look-up, product training, and various other software systems through on-site visits
•Ability to work closely with dealership personnel to train on KIOTI products, resolve technical issues, and promote KIOTI customer service
•To work and communicate with Product Support and Product Development teams to provide information regarding recent quality, service, or technical issues through verbal and written documentation in a professional and positive manner
•To represent the KIOTI brand while at dealerships and promote KIOTI products
|Educational and or Experience Requirements
•High school diploma or equivalent
•4+ years of related mechanical and product engineering experience
•Mechanical experience with heavy machinery, diesel and gasoline engine powered products, lawn and garden products, and compact tractors
•Mechanical aptitude and awareness of product engineering standards
•Strong hands-on, problem-solving, analytical, teamwork, project management, and communication skills
•Knowledge and experience with the following computer applications: Microsoft Word, Excel, Outlook
•Knowledge with CRM Microsoft Dynamics, and other applications are a plus