Customer and Technical Support Manager
Company: HONNEN EQUIPMENT CO OF UTAH ID
Location: Commerce City
Posted on: April 8, 2021
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Job Description:
POSITION SUMMARY:In this critical role, you will focus on
solving complex, high-impact technical and customer problems by
creating and managing customer-facing processes with the senior
leadership of Honnen Equipment. This position will be Honnen
Equipment's Connected Solutions expert by leading a dedicated team
to deliver the best in the industry precision, telematics, and
equipment optimization solutions to our customers. In this role,
you will manage the customer's experience being the leader of the
key points of contact and trusted advisor for Honnen Equipment's
technology and larger Product Support customers. You will work with
the Sales, Parts, Technical Services, and Service Departments to
promote and market Honnen Equipment's product offering. Your
primary focus with be delivering John Deere's equipment technology
solutions to Honnen Equipment's customers within our market areas
to make Honnen Equipment the market leader in equipment technology.
ESSENTIAL FUNCTIONS: INVENTORY:Processes: Be the equipment and
technology support expert participating with the sales, parts, and
service teams to facilitate customer's needs and wants. Maintain
expert-level technical knowledge on John Deere and competitive
equipment and be able to identify and communicate competitive
advantages of the John Deere equipment to the Honnen Equipment team
and its customers. Be the first point of contact for Honnen
Equipment's larger customers when they are having equipment issues.
Be infield with Technicians as needed to assist in diagnosing and
repairing equipment issues when needed. Work with Service and Parts
departments to ensure Technicians and Parts Consultants are trained
and ready to deliver solutions to Honnen Equipment customers Build
strong, trusting relationships with Honnen Equipment's large
customers. Understand the technical needs of our customers and
deliver solutions in an urgent and timely manner. Maintain assigned
vehicle and related equipment by managing and scheduling routine
maintenance. Promote Honnen Equipment's service, parts, and
technical services departments to Honnen Equipment's customers by
asking for their business and promoting Product Support
capabilities and specials. Provide value to our customers by
delivering solutions that save them time, reduces their risk, and
increases their profits. Provide leadership and execute on
providing Honnen Equipment's large customers a positive experience
by being the customer voice with Honnen Equipment. Serve as an
internal and external trainer for John Deere and other Connected
and Technical Support product solutions. Communicate with Honnen
Equipment's sales and support staff by using provided Hardware and
Software tools and programs, including cell, text, email, CRM, and
online programs. Manage Honnen Equipment's Connected Support
equipment, subscriptions, and activations. Be fully accountable for
the distribution and use of all Honnen Equipment's inventory Work
overtime and weekends as required. Attend applicable training
events and seminars. Complete all necessary asset tracking
paperwork. Other duties as assigned. KEY METRICS: Market Share /
Customer Satisfaction / Connected Support revenue and profitability
/ Department employee recruitment, retention & development.
SUPERVISORY: Manages the Technical Services group. Manages Product
Support customer relationships ensuring we are delivering highest
possible value to our customers. Manages the Smart Grade and
Customer Support Consultants, ensuring that our Connect Support
Solutions vision is being executed and goals met. QUALIFICATIONS:
Bachelor of Science Degree and equivalent job-related experience
(10 years of Industry experience) Advanced connected support and
technical knowledge in the heavy equipment industry is preferred.
KNOWLEDGE, SKILLS, AND ABILITIES: Dealership sales, service,
training, or other related work experience preferred. Ability to
operate with a solutions approach and identify existing/emerging
customer needs. Ability to think strategically. Demonstrates
leadership, organizational, management, interpersonal, analytical
and communication skills. Ability to work flexible hours and travel
to store locations and customers. Ability to create positive
relationships with the community, customers and dealership
personal. TRAVEL:1 week a month of travel may be required. PHYSICAL
EFFORT:Generally, not required. Compensation: $90,000 - $115,000
DOE PM20 PI132243655
Keywords: HONNEN EQUIPMENT CO OF UTAH ID, Commerce City , Customer and Technical Support Manager, Executive , Commerce City, Colorado
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