WIRTGEN AMERICA is a member of the WIRTGEN GROUP, and a John Deere Company, that specializes in the sales and service of road construction equipment and mining machinery incorporating the traditional product brands: WIRTGEN, VÖGELE, HAMM, and KLEEMANN.
We build our company with people like you who align with our values and our culture. Your knowledge, skills and abilities are what make our company strong and enable us to maintain the “Close to Our Customer” mindset. Working together as a cohesive, solution-oriented team, WIRTGEN AMERICA provides our customers in the U.S. and Canada with the highest level of quality products, service, and support.
We are seeking an
Area Customer Support Manager – Northeast
Job Overview:
The primary purpose of the Area Customer Support Manager’s role is to provide dealers, customers, and end users with all aspects of product and technical support, so that dealer and customer loyalty is reinforced and nurtured, within an assigned geographical region.
Essential Duties and Responsibilities:
Travel to customer and dealer locations (average about 50% travel)
Coordinates technical liaison services between management, district sales managers and customers with newly developed application techniques and practices of company equipment.
Coordinates technical liaison services to inform customers of new types, specifications, features, and end uses of products.
Develops and implements multi-year business and profitable growth strategies for a region (Dealer Development Plan) to deliver increased market share by managing dealer’s customer service performance, via training plans and schedules to promote dealer growth; assessing economic factors, demographic trends, and competitive strategy.
Ensures acquisition of competent talent for a region by assisting dealer assets to develop (Dealer Development Plan) multi-year service personnel strategy; partnering in development of dealer human resource initiatives; addressing new training needs due to new product or technology development and promoting opportunities to attract and retain a high performing workforce.
Provides overall direction for a region by analyzing dealer capabilities and competency and customer needs; developing, communicating, building support for, and implementing product support and training strategies, plans, and practices; analyzing costs and training needs and incorporating them into dealer development plans; determining and supporting resource requirements; evaluating operational processes; measuring outcomes to ensure desired results; identifying and capitalizing on improvement opportunities; promoting a customer-focused environment; and demonstrating adaptability and sponsoring continuous learning (Dealer Development Plan).
Directs investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
Records, analyzes, and informs concerned personnel of quality assurance, and sales team of status and disposition of customer complaints and claims.
Administers and coordinates dealer and customer training on proper use of equipment.
Advises management of product issues arising from problems identified through technical support with dealers and customers.
Reviews performance reports and documentation from customers and field representatives, and inspects malfunctioning or damaged product to determine nature and scope of problem.
Analyzes review and inspection findings to determine source of problem, and recommends repair, replacement, or other corrective action.
Coordinates problem resolution with engineering, customer service, parts sales, and other personnel to expedite repairs.
Provides technical assistance to help troubleshoot and repair equipment if needed.
Analyzes reports of technical problems to determine trends affecting future design, and recommends modifications to eliminate future problems.
Provides a communication link between the customer and the company to help ensure that effective service is provided to the customer.
Education / Experience & Skills:
Bachelor’s degree or equivalent from four year college or university school; or five to seven years related experience and/or training; or equivalent combination of education and experience. Must have fundamental knowledge of road construction equipment practices including milling, cold recycling, paving, compaction, crushing, and screening as well as technical and mechanical systems knowledge.
Physical Demands:
While performing the duties of this job, the employee is frequently required to talk and hear, required to frequently sit, stand; walk; gross hand and finger dexterity; occasionally reach outward with hands and arms; rarely climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.
Work Environment
While performing the duties of this Job, the employee is frequently working at an off-site location, with frequent exposure to moving mechanical parts; high, precarious places; outside weather conditions. The noise level in the work environment is usually moderate. WIRTGEN AMERICA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with a disability or any other protected class under federal, state, or local law.
If you would like to learn more about Wirtgen America visit our website https://www.wirtgen-group.com/en-us/career/
For consideration, please apply by selecting Submit Resume below and including the position title in the subject line.