Group Product Manager, E-Commerce

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Territory Customer Support Manager - Puebla

ID: 103604

Job Description

There are 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we’re all about at John Deere. And it’s why we’re investing in our people and our technology like never before in our 175-year history. Here the world’s brightest minds are tackling the world’s biggest challenges. If you believe one person can make the world a better place, we’ll put you to work. RIGHT NOW.

Note: All candidates should have their tax situation certificate (Constancia de Siituación Fiscal) up to date with the salary regime to be eligible for the hiring process.

Achieves marketing unit product support and customer/dealer satisfaction goals for a geographic area of responsibility by developing channel partner technical and customer support capability, preempting and resolving technical and/or parts issues impacting machine performance and uptime, and customer relationships, delivering channel partner/customer training and by administering product warranty and other reimbursement policies. Serves as a content expert in an area of specialization and assumes project/team leadership role and mentors future field managers.

What Skills You Need:

• Resolves product and performance issues with channel partners/customers and communicates with factories on appropriate issues and solutions including Customer Satisfaction Index (CSI)/Customer Relationship Management (CRM) and follow-up, and serves as product expert/contact for assigned products.
• Serves as a mentor to less experienced staff and assumes project/team/process/product leader role beyond individual territory.
• Manages efforts in developing channel partner's product support capabilities (Service ADVISOR, Dealer Technical Assistance Center, Tools, Facilities, Warranty Administration) to improve customer satisfaction.
• Delivers product training, technical, and/or management training to channel partners, company employees or customers and facilitates channel partner employee development by counseling them on training plans and class enrollment.
• Provides marketing support to ensure product optimization via customer clinics and assisting with demonstrations and farm shows.
• Administers Company product warranty/Product Improvement Program (PIP) policies and resolves other reimbursement issues.
• Develop channel partner's service management/profitability capabilities as well as Connected services offered to customers
• Tracks and reports competitive performance.

What Makes You Stand Out:

• Knowledge of dealers and other channels.
• Knowledge of dealer product support capacity and competencies.
• Skill in interpersonal, communications, negotiation, and other conflict resolution.
• Understanding of Customer Support Process.
• Knowledge of products, customers, markets and competitors.
• Database management

Education:

• Industrial and Systems Engineering, Mechanical Engineering, Mechanical and Electrical Engineering, Agricultural Engineering ,or any other related with Engineering

This position will be posted for a minimum of 7 business days and unposted when a qualified pool of candidates is achieved.

Candidates must have the necessary work permits to work in the country.

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