Customer Support Manager (CSM) East TN Road Development bei BRAMCO GROUP

Description

Customer Support Manager (CSM) Road Development

CSM Objective:

The objective of this CSM position is to deepen the enterprise relationship with identified target road development industry accounts, provide an additional level of hands on customer support to minimize downtime and operating costs for machines sold by Power Equipment Company (PECO) which are operated by these customers, and, ultimately, to grow product support revenues generated from these target accounts for PECO. The focus of this position shall be on all assigned paving and milling contractors in PECOs territory and developing a thorough understanding of their applications and how the products supplied by our vendors for these applications can be best utilized.

Organizational Relationships:

The CSM will report directly to the General Product Support Manager Middle Tenn. and have daily interaction with existing CSM of Road Development to ensure coverage and support of the product line. The CSM will also have regular input from and communication with the V.P. of Product Support and General Product Support Manager East Tennessee region of PECO. In addition the CSM position thru effective collaboration with Sales Management will be critical in supporting and building relationships with the targeted major accounts identified by the Sales Management team. These targeted accounts are subject to change from time to time. This industry represents a significant product support revenue growth opportunity for PECO. The CSM will also have day-to-day contact with Regional V.P. of Sales, Branch Parts & Service Managers, Territory Sales Managers and CSRs, as appropriate, to communicate status of open issues, provide feedback from the field, and coordinate support activities for targeted accounts.

Overview:

The CSM will be expected to achieve a level of expertise enabling him to perform startup, demonstration, and diagnose operational application issues. The CSM is expected to become a liaison with the customer and PECO personnel in an effort to be proactive in expediting solutions to issues and support customer planning. The focus of the CSM will be to build relationships with job foremen, crew superintendents, and other operations personnel of the targeted accounts in order to be a resource for these individuals and provide assistance needed to help them minimize downtime and operating costs associated with machines sold to these accounts by PECO.

The CSM functions are in addition to, not in lieu of, normal customer contact and functions performed by existing CSR personnel of PECO. The CSM is expected to be the primary point of contact with our road development products vendors to obtain relevant information from these suppliers to facilitate the functions described herein. He should be perceived by these suppliers to be our subject matter expert on all issues related to road development products.

CSM Duties & Responsibilities:

1. Develop & Maintain excellent customer relationships, i.e.: External, Internal.
   • Develop and maintain relationships with the proper customer personnel.
   • Coordinate communications between PECO, Customer Technicians, Superintendents and Manufacturers on potential problems or issues, and provide guidance on and, if applicable, estimates/quotes for appropriate corrective measures.
   • Take ownership of road development Customer issues and follow-up through closure of issues.
   • Insure that targeted road development Customers within PECO territories are familiar with available PECO product and service offerings.

1. Perform Machine / Component inspections at regular intervals.
   • Visit road development Customer jobsites to observe, inspect machines and record information into computer database.
   • Be familiar with road development Customer machines & applications.
   • Keep customers advised of their machines condition by utilizing computer based tracking tools.

1. Create / maintain CRMseries customer and machine computer data based information

• Machine files are to reflect make, model, serial number, service meter reading, etc.
• Customer files are to reflect address, contact names, phones, etc.
• Call files are to reflect date, contact name, subject discussed, opportunities, etc.

1. Market PECO Product Support Programs (PSPs), Sales, Service & Parts.
   • Present & promote PSPs endorsed by PECO which are conducive to enhancing its core products satisfaction and confidence.
   • The CSM will be a resource to the sales functions for the road development products to assist PECOs Sales Departments by making recommendations as to the products and specifications that would best fit the customers work environment, personnel, and applications.
   • Work in conjunction with machine sales to offer PSPs at point of sale.
   • Develop / Attend / participate in PSP events and promotions.

1. Perform Machine Deliveries/ Walk-around inspections and Operator Training.
   • Perform new machine deliveries.
   • Perform machine walk-around and familiarization with owner / operator.
   • Perform machine start up, systems integrity / operations training for product demonstrations and Customer purchased machines.
   • Perform warranty due diligence, explanation and documentation.
   • Perform manufacture post-delivery machine inspections.

Qualifications

CSM Qualifications:

• Relative 2 yr. College Degree or Technical/Diesel College Graduate or relative Military Training Program minimum. 4 yr. College Degree preferred.
• Mid- Level Computer experience (MS Office, Outlook, etc.)
• 2+ Yrs. College & 5+ yrs. utility/construction/mining, road development equipment industry experience or 10+ yrs. utility/construction/mining, road development equipment industry experience.
• Prior industry repair/maintenance shop management experience preferred.
• Positive personality, team player, problem solver, self-starter, outstanding integrity, superior communicator.
• Able to travel overnight on a regular basis for product training, or company related business.
• Be available to work at night on occasion for new machine delivery start up or Customer application / machine diagnosis.
• Must pass background check, employment physical and drug screen.