Territory Customer Experience Manager
Core
Lead the delivery of product uptime, machine performance, and customer success across the assigned territory and product lines for agricultural machinery.
Role type
Territory Customer Experience Manager
Builds
Dealer technical capability and customer success outcomes
Domain
Agriculture / Heavy Machinery
Required skills
Technical diagnostics, issue resolution, machine optimization, proactive monitoring, stakeholder management, dealer training, warranty management, cross-functional collaboration
Responsibilities
Drive product uptime and effective machine operation by developing dealer support capabilities and coordinating timely technical intervention. Support the continuous development of dealer employees and specialists by strengthening their knowledge, skills, and expertise. Coordinate the diagnosis, escalation and resolution of priority technical issues, ensuring clear ownership, timely communication and appropriate product-line involvement. Develop channel partner capabilities in technical diagnostics, issue resolution, machine optimisation and proactive machine monitoring. Serve as the interface between the customers, dealership and product lines to reduce recurring technical issues. Conduct regular proactive dealer and customer visits, with particular focus on key accounts, customer retention and recurring product-performance concerns. Promote and facilitate the use of centralized and connected support, leveraging all available systems and tools. Coordinate and monitor relevant New Model Qualification cases, warranty matters, product programmes and commercial-assistance cases, escalating exceptions through the appropriate process. Lead the technical and product-performance elements of Customer Success Journey execution, in collaboration with the other stakeholders and dealer teams. Collaborate across Harvesting, Crop Care & Precision Technology, Aftermarket, Key Accounts, Sales and other relevant functions to deliver coordinated customer support.