Recruiter :
Kevin Krisko
SUMMARY
Reporting to the North American Senior Manager, the Regional Support Manager will assist in developing the HCMA business support channels with assigned dealers in South Central region. They are responsible for delivering the agreed business objectives for their assigned dealers while working in conjunction with the assigned regional sales business manager.
RESPONSIBILITIES
Internal:
REQUIREMENTS
Key Skills / Characteristics
Reporting to the North American Senior Manager, the Regional Support Manager will assist in developing the HCMA business support channels with assigned dealers in South Central region. They are responsible for delivering the agreed business objectives for their assigned dealers while working in conjunction with the assigned regional sales business manager.
RESPONSIBILITIES
- Regional Support Managers are responsible for support development with management within the dealership, overall development of HCMA business planning, including training, warranty, technical support, parts, and service management
- Being the support interface for assigned dealers
- Developing dealer profitability through strategic dealer development of assigned dealers
- Managing the development, implementation, and follow-up of the dealer business plan
- Driving discussions concerning sales/support adjustments (technical policy and/or goodwill)
- Effective implementation of dealer tools
- Contribution goals, operating expenses, and customer satisfaction for assigned dealers.
- Providing and assisting in direction to PM&E, Sales Admin, Marketing, IT, etc
- Drive and support assigned dealers in the support of all products
- Take appropriate actions on concerns and issues from dealers
- Monitor, follow up, and report dealer support performance
- Work with Technical Support, Warranty, Training, and sales departments in support of Hitachi products, promoting customer confidence
- Communicate to the Sr. Manager, Regional Support, North America, possibilities/risks regarding machine defects and or areas of possible customer dissatisfaction
- Work with Regional Business Managers to develop assigned dealers' product support departments and resolve technical issues
- Support Key Account & governmental activities for the assigned area
- Operate within assigned budgets by the Director of Regional Business
- Be held accountable for assigned dealers' delivery date registration, warranty acceptance, Mandatory Modification progress completion, machine down days, stock order ratio, retail sales, price realization and contribution, customer satisfaction, parts sales, usage of available dealer tools, dealer participation, product support marketing programs, etc
Internal:
- Technical support team assists the Regional Support Manager with technical issue resolution as well as warranty adjudication, leading to a higher warranty recovery rate for our dealers, adding to overall dealer absorption
- The training team supports the Regional Business Manager in dealer training and overall development, leading to lower machine down days, adding to higher overall end-user customer satisfaction for the Hitachi product
- Global e team assists the Regional Business Manager to ensure dealer personnel are set up correctly with appropriate permissions to alleviate confusion and overall frustration while engaging with HCMA systems, specifically Global e
- The Customer service team (parts) assists the Regional Support Manager with dealer concerns relating to parts, specifically back orders or shipping delays of parts. This level of expertise and engagement by the team allows the Regional Support Manager to focus on other areas of support
- The Regional Business Manager also assists the Regional Support Manager in working with the sales support area to develop the dealer's HCMA sales business and coordinates the resolution of related issues
REQUIREMENTS
- (Minimum) bachelor's degree in marketing, finance, or management
- (Preferred) master's degree in marketing, finance, or management
- Extensive industry experience and knowledge may be considered in lieu of degree requirements in exceptional circumstances
- Knowledge
- (Minimum) 5 years of practical working experience in steering a support network toward profitability and growth
- (Preferred) 10 years of practical working experience in steering a support network toward profitability and growth
- Able to works in both office and field environments
- Able to perform duties effectively in a fast-paced environment, whether working autonomously or under direction
- Extensive travel may be required
Key Skills / Characteristics
- Industry competence, Business Mindset, Networking and relationship management
- Commercial knowledge, Achievement driven and a self-starter, Appropriate language skills
- Integrity, HCMA product knowledge
- Key KPIs : Forecasting accuracy, Delivery date registration, Warranty acceptance, Machine down days, Parts sales in line with market share performance, Mandatory modification completion, business plan development, implementation & execution, customer service satisfaction