Our client, a global construction OEM, is seeking an organized problem solver with a deep knowledge of dealer operations to bolster their aftersales team as Product Support Manager. In this seat, you will ensure the dealer network has everything it needs to be successful through the on-boarding, developing, and guiding of their aftersales departments. This includes technical training, parts sales & inventory assistance, and warranty oversight. While your day-to-day responsibilities won’t include turning wrenches, your technical acumen will come in handy in assisting with technical issues.
What You’ll Do:
- Champion dealer on-boarding aftersales training to ensure all proper resources are in place to operate efficiently and adequately repair machinery
- Ensure dealers are prepared to receive and deliver new machinery based on customer needs & expectations
- Work closely with dealer management to set and monitor aftersales KPIs
- Assist dealers and customers with technical issues as needed
- Monitor the delivery of product changes and service bulletins, ensuring the dealer network is up to date
- Assist dealers with forecasting in order to maintain inventory based on parts & service demands
- Support regional and on-site training to ensure dealers are properly trained to repair and troubleshoot machinery
- Oversee equipment warranty through training dealers on company procedures, conducting compliance audits, and reviewing warranty claims from dealers.
- Promote the use of OEM aftersales parts and provide parts-related assistance while achieving service parts sales objectives
- Develop and implement strategies to promote telematics and machine data monitoring systems
- Work with the sales, aftersales and other cross-functional teams to develop dealer certification programs, identify growth opportunities through new and existing dealer partnerships and other strategic initiatives
A Few Qualifiers:
- Five (5+) years experience in the construction equipment industry
- Technical experience on relevant equipment and working knowledge of dealer operations
- Strong knowledge of hydraulic, mechanical, and electrical systems
- Strong negotiating skills at all levels of an organization
- Superior customer service and communication skills
- Willing to travel frequently to dealer sites
- Travel up to 70%
