Customer & Technical Support Manager
Company: HONNEN EQUIPMENT CO OF UTAH ID
Location: Commerce City
Posted on: April 9, 2021
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.
--- 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
--- 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
--- Provide value to our customers by delivering solutions that
save them time, reduces their risk, and increases their
--- 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.
--- Market Share / Customer Satisfaction / Connected Support
revenue and profitability / Department employee recruitment,
retention & development.
--- 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.
--- 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
--- 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
--- Ability to create positive relationships with the community,
customers and dealership personal.
1 week a month of travel may be required.
Generally, not required.
Compensation: $90,000 - $115,000 DOE
Keywords: HONNEN EQUIPMENT CO OF UTAH ID, Commerce City , Customer & Technical Support Manager, Executive , Commerce City, Colorado
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