Director of Customer Support – Agriculture

Job title: Director of Customer Support – Agriculture

Job description: Brandt is currently seeking a Director of Customer Support – Agriculture. The location of this position has yet to be determined.

The Director of Customer Support – AG (Agriculture) provides leadership and direction for Brandt’s parts and service support functions. You are primarily responsible for the profitability of the parts and service business in the AG locations. This position develops our strategic business plan and oversees development of support capabilities of staff. The AG portfolio is very important within Brandt and this position includes responsibility for the AG business in the branches and their ability to efficiently do business with our suppliers. Your roll is primarily responsible for the profitability of the AG parts and service operations.

Duties & Responsibilities

• Develop our customer support AG business plan and strategies to make our parts and service operations distinctive to the customer and profitable for the business. And oversee the successful implementation and execution of these plans through the branch operations.
• Develops strategies and manage training reports, technical, and/or management training to branches.
• Ensure overall warranty policy is in place and work with our OE’s on systems and conflict resolution
• Identify market trends and lead new product launches.
• Assist with new supplier identification and contracts.
• Manage PIP’s as they come in and follow up with completion reports to the branches.
• Work with suppliers and branches assisting in resolving customer support issues.
• Develop AG strategies and assisting branches with parts and service support capabilities to improve customer satisfaction.
• Liaison with factories on technical matters and upload product issues to the manufacturer.

Required Skills

• Knowledge of AG dealer business practices, ideally including the practices followed at John Deere dealerships.
• Understanding of Customer Support Process.
• Skill in interpersonal communications, negotiation, and conflict resolution.
• Knowledge of business policies and procedures, ideally including the policies and procedures of our OE’s.
• Knowledge of products, customers, markets and competitors.

This position is located in Regina, SK.

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