|
| POSITION DESCRIPTION | MEDICAL & SCIENTIFIC EQUIPMENT INDUSTRIES OCTOBER 2008 |
 | | Position Title: |
State Customer Service Manager |
| Position Code: | 65 | | Career Level: | 5 |
|
|
Responsible for
Controlling field service activities in a large Region or State to achieve customer service, and expense control objectives. |
| |
Reports To
National Customer Support/Service Manager. |
| |
Supervises
A team of Field Service Engineers, Technical Support Engineers, and Service Centre staff. |
| |
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 & Service Centres.
Providing technical support in feasibility studies and demonstrating equipment.
Preparing field service and inventory budgets and projections.
Planning the technical training of Distributors.
Monitoring customer difficulties and warranty claims, and reporting problems.
|
| |
Key Skills
A strong technical background and detailed product knowledge in combination with organisational and control abilities.
Excellent customer liaison skills and the ability to handle computer systems difficulties.
|
| |
Internal Contacts
State or Regional Sales and Marketing Management, Operations and Logistics Managers, Systems and Software Development. |
| |
External Contacts
Customers at all levels, Prospects, Distributors, Parts Suppliers, and Sub-Contractors. |
| |
Typical Experience
At least 10 years or more in Field Service. Extensive technical training and product servicing experience. |
| |
Other Comments
Alternative Titles: Supervisor Customer Support; State Technical Support/Customer Support Manager. |
| |
| |
| |
