Territory Customer Support Manager

There are over 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! 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. ##### John Deere is an equal opportunity employer, including disabled & veterans. Primary Location: United States (US) - California - Off-Site Function: Customer Experience (CA) Title: Territory Customer Support Manager - 122173 Onsite/Remote:Remote Position The successful candidate will be located in Central California. This position is eligible for remote work at the present time. The arrangement may be delayed for training or other job acclimation purposes and remains subject to change. ## Your Responsibilities As a Territory Customer Support Manager for John Deere located in Central California, you will drive dealer process implementations to resolve concerns with channel partners and customers. As part of these activities, you will communicate with factories on technical issues and solutions. You will also be tasked with increasing the service capabilities of the dealers to drive an improved customer experience and support increasing service sales. Additionally, you will: * Routinely travel to assigned dealer locations * Resolve product and performance issues with channel partners/customers and communicate with factories on appropriate issues and solutions * Support efforts to grow technology utilization across the territory and division. * Manage efforts to develop channel partners product support capabilities through: Service Center, Dealer Technical Assistance Center (DTAC), Technician training, tools, facilities, warranty administration; to improve customer satisfaction * Develop channel partner’s service management/profitability capabilities * Increase dealers’ Connected Support capabilities * Drive service capacity growth on the territory through improving technician recruitment, retention and efficiency. * Administer product support policies and/or processes, as well as track and report competitive performance * Provide marketing support for customer and dealer optimization events, demonstrations, and farm shows * Administer warranty and Product Improvement Programs (PIP) and resolve reimbursement issues VISA Sponsorship is NOT available for this position ## What Skills You Need * Proactive mindset with excellent communication skills who thrives on facilitating problem resolution and working in a team environment * Microsoft Office Tools knowledge (Outlook, Excel, PowerPoint, Word, SharePoint) * 2 or more years customer support and/or marketing and sales experience with customer interaction regarding products, parts, and/or service \- Or - * 2 or more years factory experience with design, engineering, and manufacturing, or marketing and sales with focused product-specific knowledge and dealer/customer interaction * Ability and willingness to travel domestically, up to 50% ## What Makes You Stand Out * 2 or more years of experience with regular customer contact, knowledge of dealer/distribution network processes, and broad product knowledge * 2 or more years of experience with Negotiation and Conflict Resolution processes * 1 or more years of experience with John Deere Connected Support Strategy including development of programs and services offered to Dealers and/or End Use Customers * 2 or more years practical experience with John Deere machinery and equipment ## Education Ideally, you will have a degree or equivalent related work experience in the following: * Bachelor’s degree in Education, Business, Engineering, Technology, Agricultural...