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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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National Service Manager |
| Position Code: | 200 | | Career Level: | 6 |
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Responsible for
Controlling Customer Support activities nationally to achieve customer service and expense control objectives. |
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Reports To
General Manager; Chief Executive Officer. |
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Supervises
State/Regional Service Managers. |
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Main Activities
Organising and supervising the operation of national Repair and Service Centres.
Preparing support budgets and projections.
Providing technical support in feasibility studies and equipment demonstrations.
Planning the recruitment and training of Field Service staff.
Planning technical training of Distributors.
Coordinating national pre-sales and post-sales support.
Monitoring customer difficulties and warranty claims and reporting problems.
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Key Skills
Strong technical background and detailed product knowledge.
Organisational and control abilities.
Excellent skills in customer liaison and in handling computer systems difficulties.
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Internal Contacts
National Sales and Marketing Management, Support and R&D Departments. |
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External Contacts
Customers at senior levels, Prospects, Distributors, Parts Suppliers and Subcontractors. |
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Typical Experience
At least 10+ years experience in field service. Requires extensive Technical training and Product Servicing experience. |
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