Regional Customer Support Manager

Role & responsibilities

• To establish the region as a world class customer support provider for the products of TIL business
• To handle and strengthen customer relationship
• Implement aftermarket strategies to ensure sustainable business growth and customer satisfaction To capture the untapped aftermarket business opportunities for TIL products in the region
• To develop quality customer support organization to meet the future demand, recruit and manage talent To ensure zero deviation in safety and compliance in daily business
• To achieve assigned KPIs for aftermarket business

Responsibilities

Strategic:

• Strategizes customer support plan in coordination with the Regional Head to increase revenue through service
• and parts sales across markets Formulates plan for ensuring proactive service across the region to create delightful customers by meeting their
• requirements in time
• Plans training camps for Customers
• To strategize succession planning by developing and upgrading skills of subordinates

Financial:

• To achieve targeted customer support turnover through parts sales & service delivery
• Monitors and ensures positive working capital throughout the financial year
• To strive for better debtors control
• To ensure no bad debts throughout the financial year
• Adheres to the planned budget for ensuring cost minimization

Operational:

• To book orders for material handling product (Crane, Reach stacker, Imported & MCG products) parts and for service delivery
• To book orders for refurbishment of MHS products sold long ago and for new customers
• To ensure service delivery at post sales commissioning time for MHS products
• To also ensure customer service delivery through post commissioning customer training
• Ensures minimum rectification time for machines under warranty or post warranty
• To visit customers on a regular basis to promote customer value offerings from the organization end and also to establish a good relationship with them
• To ensure timely collection of pending C-forms from the respective customers
• Manages inventory of parts efficiently mainly for non-moving stock
• To improve business operations through ERP implementation based on the outcomes of internal audit
• To regularly monitor health check up of machines sold in the region To issue service report & machine health check card accurately to customers to meet customer satisfaction
• Reviews customer complaints, feedbacks, AMG visits, pending service request and service revenue status on a daily basis
• To conduct service meeting with regional offices on a regular basis to keep abreast with information related to
• customer support activities
• To monitor overhauling work of manufactured MHS products in the regional workshops
• To ensure preparation of a list of critical service issues every month to handle and act Tiley to resolve the same.

People Management:

• Ensures timely PMS completion adhering to the specific procedures
• Ensures succession planning for all cntical positions
• Identifies the training needs for junior management/ front line executives and recommend trainings for their skil development
• Evaluates the benefits after trainings
• Manage role conflicts within the team