Dealer Support Manager

Vermeer Corporation • Pella, IA

2d • Onsite

About The Position

Vermeer equips customers doing important work around the world. We are global, driven by innovation and growing. The equipment we make manages natural resources, connects people and feeds and fuels communities. We live out a caring culture, we demonstrate agility, we keep a focus on customers and are stewards of our resources. These beliefs drive our culture, determine how we treat others and steer our business. The Dealer Support Manager oversees the dealer and customer experience for both domestic and international business needs. The person in this position ensures dealer / customer satisfaction while maintaining and improving dealer / customer support metrics, timely responses, and overall dealer / customer support. This position works cross-functionally with procurement, inventory, distribution, brand experience, product and service support. This position manages a team that operates 24 hours a day, 5 days per week as well as providing weekend support as needed.

Requirements

• Bachelor’s degree in Business Management or related field. Minimum of five years of dealership and/or customer related experience; and/or equivalent combination of education and experience.
• Strong analytical skills to use data trends of dealer support experiences to help influence and drive collaboration with dealers and cross-functional teams.
• Ability to provide informative and professional support when working with dealers / customers and cross-functional teams while maintaining positive interpersonal relationships.
• Knowledge and experience with dealer and/or customer facing systems; May include dealer business systems, phone integration software, and/or AI technology
• Knowledge in the area of dealer / customer support and effective management of a support team.
• Demonstration of strong organizational skills.
• Ability to be flexible, work under pressure, and manage confrontation in high pressure situations; ability to change priorities to meet customer demand; ability to break down complex situations into smaller, manageable, actionable pieces.

Responsibilities

• Supervise, mentor and coach assigned team members in performance of their duties while influencing cross-functional teams to carry forward the Vermeer culture.
• Promote the dealer / customer experience and manage external relationships and communication with dealers and customers, including training, presentations, and dealer / customer site visits.
• Equip dealers with standard process directions to identify and solve customer inquires. Respond to customers as appropriate during out-of-office hours or as customer service needs escalate.
• Schedule and adjust team staffing to best align with our dealer and customer’s needs. This may include staffing after-hours support.
• Review metrics of support, response time, quality and collect market data. Analyze data from Customer Relationship Management (CRM) system and determine trends to support metrics and improve dealer / customer support. Recommend processes and procedures to improve dealer / customer support.
• Collaborate with regional offices and other Vermeer entities. Support processes and business needs aligning with remote warehouse locations around the world. Ensure shipping procedures and requirements are met regarding compliance and regulations established by respective countries.
• Participate in departmental budget and strategic business planning activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager