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Product Support Area Manager

Date: Sep 14, 2022

Location: Tarnowo Podgorne, Wielkopolskie, PL, 62-080

Company: John Deere

There are 7 billion people on this planet. And by 2050, there will be 2 billion more. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. The company is one of the world's largest manufacturers of agricultural, forestry, construction and gardening machinery. We are aware that the source of our success is in our very professional and diverse employees and their relationship with John Deere, with our products and prospects. That is why we are investing in our people and our technology like never before in our 180-year history. Here, the world’s brightest minds are tackling the world’s biggest challenges.

 

In accordance with the development of John Deere Polska Business Service Center Office in Poznań we are currently seeking candidates for the position of:

 

Product Support Area Manager

 

 

Major Purpose

Achieves marketing unit product support and customer experience goals in a geographic area of responsibility by developing channel partner service capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, working with channel partners to manage customer relationships, delivering channel partner/customer training, administering product warranty and other reimbursement policies, support absorption goals and increasing service sales.

 

Major Duties

  • Resolves product and performance issues with channel partners/customers and communicates with factories on appropriate issues and solutions.
  • Monitors Customer Experience metrics and develop customer oriented culture.
  • Manages efforts in developing channel partner's product support capabilities through: Service ADVISOR, Dealer Technical Assistance Center (DTAC), Technician training, tools, facilities, warranty administration to improve customer satisfaction.
  • Supports with delivery technical and management trainings to channel partners, customers and facilitates channel partner employee development by counseling them on training plans and class enrollment.
  • Drive service capacity growth on the territory through improving technician recruitment, retention and efficiency.
  • Administers Company product warranty/Product Improvement Program (PIP) policies and resolves other reimbursement issues.
  • Develops channel partner's service management/profitability capabilities by monitoring Aftermarket Sales KPIs and Goals setting.
  • Increase dealers’ Centralized and Connected Support capabilities
  • Administers product support policies and/or processes. Tracks and reports competitive performance.

 

Skills, Abilities, Knowledge

  • Knowledge of dealers and other channels.
  • Excellent communication in English and Russian is a must
  • Knowledge of dealer product support capacity and competencies.
  • Skill in interpersonal communications, negotiation, and conflict resolution.
  • Understanding of Customer Support Process.
  • Knowledge of products, customers, markets and competitors.

 


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