Customer Experience New Zealand

The Opportunity

Provides product and customer support or training for products, services, or initiatives and drives activities to improve reliability and serviceability of products. Resolves advanced product problems using known information & personal knowledge. Identifies advanced to moderately complex problems and may need to refer some of them to higher levels for resolution. Locates existing information from multiple sources within Waratah to identify previously successful solutions to similar problems. Develops new solutions and provides product technical support to field teams, channel partners, customers on advanced problems; and coaches channel partners on the use of problem resolution tools. May participate in Product Improvement Program development and on problem solving teams. Provide advanced research for Model Product Development Program projects or product improvement programs within Product Support as requested. May develop and deliver technical training. Travels as necessary to collect failure data to provide problem definition on advanced problems.

What You Will Be Responsible For

• Provide product support and training for staff, service agents, customers, attachment installers and waratah operators.
• Maintain and manage Customer Support and Warranty databases.
• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Respond to more advanced issue escalations promptly and appropriately.
• Provide fault isolation and resolution to limit and address issues promptly.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.
• Look for opportunities during service interactions to bridge customer needs to additional products/services offered by the organization.

The Skills You will Need To Be Successful

• Financial Acumen: Ability to understand financial data and make strategic decisions.
• Effective Communication: Clear and persuasive communication with excellent presentation abilities.
• Analytical Skills: Ability to analyze customer support and competitive customer support information.
• Relationship Management: Ability to maintain relationships with business partners and stakeholders.
• Creativity in New Business Strategy: Innovative thinking to develop new business approaches and strategies.
• Marketing Expertise: Developing and implementing effective Product support marketing strategies.

What Will Make You Stand Out

• Integrity
• Compassion
• Learning Agility
• Courage
• Resilience
• Vision