Provide the personal connection between the customer and the company personnel on aftersales related issues, providing timely feedback and training for the aftersales support of products.
Through established relationships with dealer personnel promote customer satisfaction and best business practices on service related issues.
Provide feedback to engineering and manufacturing, driving continuous products and support improvements.
Reports to Field Customer Service Director
Primary Responsibilities
1. Visit dealer locations in assigned territory.
2. Provide dealers with technical and diagnostic assistance
in person or over the phone.
3. Provide dealer technical, POWP, Dealer Portal and Warranty Process
Training.
4. Investigate customer complaints. Propose solutions
5. Make warranty and policy decisions within realm of responsibility.
7. Liaise between Engineering, Manufacturing and Marketing on
service related issues
8. Assist engineering with product development.
9. Assist National and Regional Service School including presentations.
10. Assist with demonstrations and exhibit set-up at shows
11. Submit technical reports regarding filled problems, complaints and difficulties
12. Promote Aftermarket parts support and programs.
13. Review parts management metrics
14. Promote extended warranty programs.
15. Backup service office personnel to support phone queue.
Requirements
1. College, vocational or technical education.
2. Speak fluently in English and French.
3. Minimum 5 years of experience in an applicable product support field.
4. Strong technical experience with engines, hydraulics, electrics
and mechanical systems of construction or agricultural equipment.
5. Good knowledge of operation and function of a dealership.
6. Excellent customer facing skills and the ability to troubleshoot by phone.
7. Proficient with Microsoft Office software; working with a laptop.
8. Valid driver's license, credit card and passport.
9. Must be able to travel (including internationally) as required.
Contact
Michael Kelemen, 416-481-8016, msk@rogers.com
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