Customer Support Manager - Australia, New Zealand and Southeast Asia

Overview

Manage customer support for dealers across Australia, New Zealand and Southeast Asia.

Key Responsibilities

• compliance
• warranty
• issue resolution
• process improvement
• kpi reporting
• support management

Tasks

-Ensure compliance with legal, safety, and company standards across all markets. -Oversee warranty administration and product safety initiatives. -Lead, coach, and develop a team, fostering a culture of excellence and continuous improvement. -Oversee all customer and dealer support functions, ensuring high standards of satisfaction. -Plan, direct, and manage customer support activities for all dealers in the region, aligning with company objectives. -Implement parts and service sales and marketing plans in collaboration with Aftermarket Sales Lead and global teams. -Collaborate with internal teams to resolve product issues and enhance support processes. -Guide dealers in building service department capacity and capability. -Lead initiatives to improve customer support processes, tools, and systems. -Track and report on key performance indicators (KPIs) related to customer support, dealer satisfaction, and aftermarket sales.

Requirements

• john deere
• customer support
• parts sales
• leadership
• travel 35%
• kpi analysis

What You Bring

-Previous experience supporting John Deere products or working within the John Deere dealer network. -Demonstrated experience in customer support, product support, or a related field. -Experience in marketing and sales, especially in parts and service sales. -Strong communication, planning, organizing, and leadership skills. -Willingness and ability to travel up to 35%, including internationally. -Exposure to Southeast Asian markets and cultures. -Experience managing multiple stakeholders and driving cross-functional collaboration. -Proven ability to lead and develop teams. -Experience in the agricultural, construction, or heavy equipment industry. -Ability to analyze and report on KPIs and performance metrics.

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Benefits

-Paid Parental leave – 16 Weeks for new parents -A mature outlook on flexible work arrangements which allows you to truly balance work and life. -Professional Development (Higher Education, Training & Memberships) -Purchase Leave Paid Community Leave available -Friendly and inclusive company culture where wellbeing of our employees is at the forefront of everything we do. -This role comes with a company car or car allowance as per policy. -15% Super if you choose to go with John Deere Mercer Super Plan

About John Deere

-With a legacy of innovation, John Deere pioneered the development of the self-scouring steel plow, revolutionizing farming. -Today, it continues to lead in machinery, technology, and services, helping farmers, builders, and forestry workers optimize their work. -John Deere's financial growth has been fueled by consistent investments in research, expanding its product line with cutting-edge technologies. -Key products include tractors, combines, harvesters, excavators, and loaders, all designed to maximize efficiency in their respective industries. -The company focuses on sustainable agriculture and advancing technology with GPS systems and precision agriculture tools. -John Deere’s global footprint spans across several continents, with a focus on local solutions that cater to regional agricultural and construction needs. -Noteworthy for its vast product range, John Deere integrates smart technology in machinery, such as automated driving and machine learning capabilities. -In the construction sector, John Deere has earned a reputation for durable, high-performance equipment capable of handling the toughest jobs. -Its commitment to providing high-quality, reliable machinery has made John Deere a household name in both urban and rural settings worldwide.

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