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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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State/Regional Service Manager |
| Position Code: | 210 | | Career Level: | 5 |
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Responsible for
Controlling field service activities in a large region or state, to achieve customer service and expense control objectives. The role has important client liaison elements, based on technical appreciation of the customers’ requirements and problems. |
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Reports To
National Service Manager. |
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Supervises
Area/Field Service Supervisors; Service Control Team Leaders. |
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Main Activities
Coordinating pre-sales and post-sales support on a region or state basis.
Organising and supervising the operation of regional or state Repair and Service centres.
Providing technical support in feasibility studies and equipment demonstrations.
Preparing field service and inventory budgets and projections.
Planning technical training of Distributors.
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 handling of computer systems difficulties.
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Internal Contacts
State or Regional Sales and Marketing Management; Operations and Logistics Managers; Systems and Software Development. |
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External Contacts
Customers at all levels; Prospects; Distributors; Parts Suppliers; Subcontractors. |
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Typical Experience
At least 7 - 8 years experience in Field Service with extensive technical training and product servicing experience. |
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Other Comments
Alternative Title: Customer Support Manager. |
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