JOB REPORTS TO: Brand DirectorPRINCIPAL RESPONSIBILITIES:
1. Direct, oversee, coordinate, support, coach and develop equipment, spare parts, technical
support and warranty customer service activities, functions and personnel.
2. Support, mentor and develop team member across the organization.
3. Develop and implement policies, procedures, processes, systems, training and tools to
improve team performance, exceed customer expectations and develop customer loyalty. Focus on improving efficiency, responsiveness/turn around time, information accuracy and timeliness and the entire customer experience. Develop product, systems, application and industry specific knowledge, as well as interpersonal skills and attitudes throughout the team.
4. Assume role of key management contact with internal (and external) suppliers; monitor supplier performance and address any issues affecting quality, deliveries or product performance. Develop business relationships and open communications channels with internal (and external) suppliers. Provide feedback regarding product or service quality, marketability of products, product features, pricing, etc.
5. Monitor quotations, order entry, order backlog, deliveries, invoicing, warranty and A/R activity and reports to ensure that quotes/orders are flowing smoothly through the entire process; address any problem or issues immediately.
6. Develop strong business relationships and open communication channels with key
customers in all sales channels and in various functions (equipment sales, service, general management, etc.). Visit key customers on a regular basis. Actively participate in customer meetings, sales meetings, trade shows, industry association meetings, etc.
7. Develop strong business relationships and open communication channels with product and systems support, marketing, finance and sales. Actively solicit feedback.
8. Actively participate as a member of the company’s management team.
9. Select develop and supervise staff.
10. Other duties as assigned by supervisor.