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Customer & Technical Support Manager

Company: HONNEN EQUIPMENT CO OF UTAH ID
Location: Commerce City
Posted on: April 10, 2021

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

Keywords: HONNEN EQUIPMENT CO OF UTAH ID, Commerce City , Customer & Technical Support Manager, IT / Software / Systems , Commerce City, Colorado

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