Customer Support Manager

Focus of the position is assisting distributors in problem solving resolution. The position holder should establish a close relationship with its distributors and their staff and have the ability to provide advice and guide distributor personnel in proper field diagnostics, maintenance and repairs. Essential key aspects of the position are independent problem-solving ability and perseverance to the conclusion of a customer problem.

Position holder must be willing to travel to other countries working with translators to educate our foreign distribution.

For resident United States Customer Support Manager, it is of utmost importance while visiting Canadian distributors work is limited to consultation, advising and promoting our products. Under no circumstance shall the Customer Support Manager directly service, maintain, repair or operate equipment.

• Provide guidance to distributor personnel in resolving customer problems.
• Professionally communicates information concerning distributor's observations, production or customer related issues, trip costs, and follow-up requirements verbally and through trip reports. Submits monthly reports on time and accurately.
• Provides Service training as needed for distributors.
• Provides guidance and information to distributors on machine operation, Forest-Harvesting techniques, trouble shooting and repairs.
• Provide technical advice to both customer and distributors personnel over the phone.
• Ensures that distributors personnel perform necessary machine inspection and properly completes required documentation for submission to the company per the Product Support Policies and Procedures Manual.
• Professionally deals with customer in sometimes extremely difficult situations while always presenting Komatsu as the industry leader in both product and service.
• Take ownership of customers issues and follow problems through to resolution with customers while always being accompanied by distributor personnel.
• Keeps abreast of Industry technology and trends to create customer solutions.
• Performs other duties as directed by Directors of Sales and Service.

• Bi-lingual (French) preferred not required.
• Technical knowledge of Forestry equipment
• Computer literacy and familiarity with various computer programs such as MS Office
• Excellent written and verbal communications skills
• Ability to work as part of a team plus obtain strong Independent problem-solving abilities.