Territory Customer Support Manager

Job title: Territory Customer Support Manager

Job description: There are 7 billion people on this planet. And by 2050, there will be 2 billion more… many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. And it’s why we’re investing in our people and our technology like never before in our 175-year history. Here the world’s brightest minds are tackling the world’s biggest challenges. If you believe one person can make the world a better place, we’ll put you to work. RIGHT NOW.

Primary Location: Canada (CA) – Manitoba – Winnipeg
Function: Customer & Product Support
Title: Territory Customer Support Manager – 74694

Candidates applying for this position must have the proper work authorization to work in Canada to be considered for this position. Canada visa sponsorship is not available for this role.

Your Responsibilities

As a Territory Customer Support Manager for John Deere in Winnipeg, Manitoba, you will develop channel partner technical and customer support capabilities to achieve marketing unit product support and customer/dealer satisfaction goals for a geographic area of responsibility. In addition, you will:

• Work with channel partners to identify and resolve performance issues related to Customer Experience (CE), Customer Relationship Management (CRM)
• Serve as product expert for assigned products, communicate with factories on appropriate product issues and solutions
• Develop the dealers’ product support capabilities (Service ADVISOR, Dealer Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer satisfaction
• Deliver product, technical, and/or management training to channel partners, company employees or customers
• Facilitate channel partner employee development by counseling them on training plans and class enrollment
• Provide marketing support to ensure product optimization via customer clinics and assist with demonstrations and farm shows
• Administer company product warranty/Product Improvement Program (PIP) policies and resolve other reimbursement issues
• Develop channel partner’s service management and profitability capabilities to help strengthen their parts and service business

What Skills You Need

• Demonstrated ability to build relationships and maintain trust with key stakeholders
• Effective negotiation and conflict resolution skills
• Strong time management skills
• Ability to work effectively in a team environment
• Excellent communication and presentation skills
• Proficiency in the use of Microsoft Office
• Strong self-initiative and self-starting
• Familiarity with equipment and equipment operations
• Ability to travel (up to 50%) within Canada and to the US to meet business needs
• Valid Driver’s License

What Makes You Stand Out

• Understanding of farming/agronomy practices and the operational/business needs of Ag & Turf customers
• Understanding of business, sales, and marketing practices
• Field experience with regular customer contact, knowledge of dealer/distribution network, geographic area of responsibility
• Mechanical/technological skills, knowledge and experience with relevant farm machinery
• Experience working with, or in a dealer or channel partner

Education

University degree, preferably in agriculture, engineering, business or a related discipline or any other university degree with relevant work experience

In accordance with the John Deere Accommodation Policy, reasonable accommodation of any of these qualifications may be considered. An equal opportunity employer, John Deere requires a diversity of people, perspectives and ideas to address the complex challenges of its global business.

The company also offers competitive base pay compensation, along with a bonus plan and numerous company paid benefits to support employee physical, emotional and financial well-being.

As part of the total compensation package for this position, the incumbent will be provided with the requirements to carry out the duties of the position which may include but are not limited to access to company vehicle or mileage reimbursement, laptop, cell phone and protective equipment.

Relocation assistance may be provided in some instances as determined by the terms and conditions of the Company’s Relocation Policy.

The information contained herein is not intended to be an exhaustive list of all responsibilities, duties and qualifications required of individuals performing the job. The qualifications detailed in this job description are not considered the minimum requirements necessary to perform the job, but rather as guidelines.

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