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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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National Customer Support/Service Manager |
| Position Code: | 1700 | | Career Level: | 6 |
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Responsible for
Controlling Customer Support, Technical Support and Field Service activities nationally, to achieve Customer Service and expense control objectives. |
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Reports To
General Manager, Customer Support/Service Director, Technical Support Director, Sales & Marketing Director. |
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Supervises
Support Managers, Account Managers and Product Specialists/Customer Support Specialist. |
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Main Activities
Coordinating Support function nationally to ensure maximum client satisfaction.
Recruiting and training Support Staff.
Preparing Support budgets and projections and regularly reporting on performance against targets.
Planning the training of customers on the use of organisation's products.
Coordinating Pre-Sales and Post-Sales Support on a national basis.
Organising and monitoring the performance of national Repair & Service Centres.
Formulating national Support policies.
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Key Skills
A detailed knowledge of industry products.
Organising and controlling abilities.
Top skills in customer liaison and client relationship management.
Advanced problem resolution skills.
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Internal Contacts
State or Regional Sales and Marketing Management, Operations and Logistics Managers. |
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External Contacts
Customers at all levels, Prospects, Distributors, Parts Suppliers and Sub-Contractors. |
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Typical Experience
Typically has at least 5 - 7 years of experience in a Support/Selling/Field Service function, coupled with a relevant tertiary qualification. |
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