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SalaryIntegrity. Quality. Commitment. Innovation.
These are our values and not only what we stand by but what we stand for. We believe in empowering people. We create and deliver solutions. We give back to community. We think differently and we do it better. Our innovative spirit has driven us to continually evolve and deliver solutions to our dealers and our community and made us a business that our people are proud of and proud to work for.
At John Deere, we run so life can leap forward. This powerful purpose is our promise to humankind that we will dream, design, and deliver breakthrough products that sustain our world for generations to come. The world is counting on us to feed billions of people and build vital infrastructures in villages, towns and megacities. And we live up to the legacy our founder forged in a one-room blacksmith's shop nearly two centuries ago by creating a culture that brings out the best in all of us. A culture where great ideas thrive because every voice is heard.
Title: Territory Customer Support Manager
Primary Location: This is field-based position and you can be located within a reasonable driving distance to the John Deere main office at Crestmead, QLD
Job Grade: 08
Hiring Manager: Marko Koelln
The Opportunity
We are looking for a highly motivated Territory Customer Support Manager to join our team. As a Territory Customer Support Manager (C&F), your primary focus will be on developing the Customer Support capability of Construction & Forestry (C&F) dealers. You will influence dealer management, establish business plans, and ensure the execution of strategies to achieve agreed goals. Key responsibilities include resolving product and performance issues, administering product warranty policies, and supporting dealer process improvement initiatives.
This is field-based position, and you can be located within a reasonable driving distance to the John Deere main office at Crestmead, QLD and an airport due to regular domestic travel to fulfill the responsibilities of the role as below:
Role Objectives:
- Drives C&F product and performance issue resolution with dealer’s customers and communicates with factories and Product Support Specialist on appropriate issues and solutions.
- Administers Company product warranty and Product Improvement Program (PIP) policies and resolves reimbursement challenges.
- Fulfills the duties of customer contact centre to ensure customers issues are recorded, resolved personally, or escalated as appropriate to dealers, or Customer Support Business Manager for resolution.
- Sets dealer goals and assists dealers to develop product support capabilities (Service ADVISOR, DTAC, Facilities, Warranty Administration, Connected Support Strategy) to improve customer satisfaction.
- Drives dealer management to establish learning paths for key Customer Support roles within the dealership, utilises various KPI’s to manage training participation and class enrollment.
- Supports John Deere C&F dealer’s process improvement initiatives in the Parts/Service areas of their business.
About You
Embark on a rewarding career as a Territory Customer Support Manager (C&F) with John Deere! Your expertise will drive innovation, empower dealers, and revolutionize the industry.
What skills you need:
- Experience in the field of Construction & Forestry with knowledge of products, customers, markets and competitors
- Experience in resolving complex technical issues with a high degree of technical experience.
- Knowledge of dealer product support functions
- Business development capabilities.
- Strong interpersonal communication with the ability to communicate effectively with dealers, customers, and various John Deere departments.
- Negotiation skills.
- Relationship management and ability to influence without authority.
While the following are not required, they'll make you stand out as an exceptional candidate:
- Deere C&F product experience.
- Advanced communication and negotiation skills.
- Ability to take initiative and embrace challenges.
- Motivation to reach full potential.
- Enjoyment of problem-solving.
- Skill in developing strong relationships.
At John Deere, you are empowered to create a career that will take you to where you want to go. Here, you'll enjoy the support to think outside the box and the advanced tools and technology that foster innovation and achievement.
We are a Global company that truly values its people and provides a broad range of benefits which include a competitive remuneration package, flexible working, social activities, health and safety programs and ongoing training and development opportunities along with:
- Annual Leave Loading
- Professional Development Support (Higher Education, Training & Memberships)
- 14% Super (if you choose the John Deere Employee Super Plan)
- Purchase Leave Available
- Paid Community Leave
- Flexible Working Options
- Paid Parental Leave - 16 weeks for all parents
What you need to do now
If you have the experience outlined above, and the passion to succeed, we would love to hear from you!
Please click the 'APPLY' button now and send through your resume and cover letter detailing your previous relevant experience and why you are the perfect candidate for our team.
Applications for this position will close at close of business January 28 , 2024
Note: Appropriate work authorisations are required in this country prior to application.
John Deere believes in the power of diversity in the workforce and we and are committed to creating an inclusive environment for all employees.
John Deere Australia is proud to be recognised by Diversity Council Australia Ltd as an Inclusive Employer for three consecutive years: 2021- 2024
John Deere is proud to collaborate with WORK180- an international jobs network that connects smart businesses with ta
