Customer Support Manager

Drive change and improvements through the OEM, Global and CSC support processes, maximizing the customer experience and driving customer loyalty. Actively engage with OEM sales engineers, OEM sales management, OEM channel partners, OEMs to best understand the needs of the market and prioritize actions. Manager is also expected to engage with division VPGMs, Marketing Managers, Product Lines, Operatios Managers and Plant Managers. Actively engage with Country Managers, CHAMPS, and sales executives to align with and support sales strategies. Align resources to advance OEM initiatives and actively engage with OEM focused product lines to ensure voice of the customer is reviewed. Build relationships with senior sales management and product line management to assist in the development of marketing and product line sales and pricing strategies for OEM, and Global sales. Determine best industry practices and policies through collection of customer satisfaction data and benchmarking. Make appropriate structural and procedural changes across all technical and non-technical functions of the organization. Evaluates customer feedback (from customer surveys) and recommend action plans for improvement. Analyze market information and communicates trends. Define performance metrics and evaluates and interprets data to drive performance improvement and productivity throughout the organization. Leverage EBS tools and processes to effectively manage the team and drive improvement. This includes full implementation of TalentHub, providing timely performance feedback and coaching to all members of the team. Bachelor's degree from an accredited institution Minimum ten (10) years in customer facing roles with strong channel and field sales experience Bachelor's Degree in Engineering or Business. An understanding of tools such as Vista, SAP, Bid Manager, Power Bi, Salesforce, Order Center, and Project Center Ability to leverage resources and influence without authority is required Knowledge of OEM and other vertical sales processes, programs, and products is preferred Experience in setting and implementing strategy is preferred Experience with EBS tools and the EBE process is preferred We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.