Job Description

We have a vacancy for a Territory Customer Support Manager in our Ghana satellite office. This position will be responsible for developing Dealer Customer and Product Support capabilities in Central Africa with specialisation in the following areas i.e. AMS and DTAC with dealers.

The position will be responsible for ensuring that complex product problems are resolved accurately and in a timely manner. This position will provide complex technical support to dealers, Territory Customer Support Managers and Product Support Specialists. This position will report directly to the Supervisor Customer Support in Kenya.

This individual will:

1. Coach and advise channel partners to enable them to use all available tools and resources to resolve technical product problems.
2. Manage efforts in developing channel partner’s product support capabilities (Service ADVISOR™, Dealer Technical Assistance Centre, New Model Qualification, Dealer Base Standards and John Deere Warranty Administration, Dealer Parts management, Dealer Financial Analysis) to improve John Deere Experience and Dealer Experience.
3. Provide marketing support to ensure product optimization via customer clinics and assist with demonstrations and farm shows.
4. Administer Company product warranty/Product Improvement Program (PIP) policies and resolve other reimbursement issues.
5. Develop the service and parts departments of the channel partners, assisting with analysis of the aftermarket business and opportunities to ensure profitability.
6. Administer customer and product support policies, procedures and/or processes.
7. Communicates detailed information to the platforms to determine cause of problems and assist in delivering appropriate long term solutions.
8. Assist and advise dealers and internal departments in solving technical and operational problems on all platforms (Agricultural Management Solutions, Crop Harvesting, Turf & Utility, Hay & Forage, Crop Care and Tractors).
9. Co-ordinate field evaluations of pilot production products with follow up reports on such machines to communicate results to platforms.
10. Co-ordinate installation of experimental parts for field-tests into customer products. Prepare reports and communicate with platforms.
11. Keep Product Support Management and training department advised on technical field problems and the status of their solution.
12. Communicate with Parts department with regard to parts requirements for new products and major failures.
13. Maintain DTAC database with relevant technical information and issue bulletins and service alerts when applicable.

Required Skills or Experience

 The ideal candidate should be in possession of the following qualification/s and skills:

• Technical Degree
• Strong technical and mechanical ability
• Microsoft knowledge
• John Deere product knowledge
• Good interpersonal, communication and supervisory skills
• Dedicated to customer excellence
• Proficient in English. Additional languages of French and Portuguese would also be an added advantage.