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Date: Nov 27, 2017

Location: Breganze, 34, IT

Company: AGCO

Job Summary


The Manager Field Service Gold Harvesting is in charge of the AGCO EAME Gold Harvesting Field Service team to support EAME dealers, distributors and other distribution partners. The role is an important contributor to the overall customer satisfaction and  assures the 1st level of technical support and service. A fundamental cornerstone in this process is the Product Concern Resolution Process (PCR ) and the role of the field service team is here to provide accurate input and priorities for the escalation of issues to the Nomination Committee via the 2nd  level support (Factory technical support). The role includes to coordinate and support product issue escalation processes once the goods arrives at the dealer until it is no more in use via a system based process (Tech Connect and Salesforce). The role is furthermore direct responsible for all Field Service resources in EAME for the Brand.

 

Job Responsibilities

 

  • People
    • Manage and supervise the full field service team and related HR issues / processes
    • Optimize the dealer and service technicians correlation and set up
    • Coordinate and support Field Service Technicians travelling schedule and dealer visits
    • Maintain relationship to Key Dealers and distributors
    • Cross functional and regional interactions with global resources and teams internally

       

  • Meetings
    • Ensure proper communication of the relevant field service  information/ issues to stakeholders concerned according to the communication agenda and / or appropriate process
    • Regular team meetings on day to day issues and performance, targets, KPIs

       

  • Processes
    • Communicate and interact with 2nd level Technical Support proactively
    • Support improvement of Uptime, Total cost of Ownership and Connectivity of the Goods
    • Support Dealer on systems and applications handling (secure use of SOURCE)
    • Dealer technical support (help fix NEW product failures),
    • Field Information collection and reporting back (SAP, Email, WordDoc, SOURCE)

 

  • Coach dealers on technical product features (EDT, ...),
    • In line with legal department, handle the technical aspect and relationship with end customers and dealers for the legal issues
    • Perform Customer relationship management, build Brand Image ,
    • Provide Goodwill warranty recommendations (Fendt matrix policy) with Technical service proactively
    • Assure the first level of diagnostic through SOURCE with the dealers and built top priorities issues by country with the support of the SOURCE report.
    • Handling call center (Dealer calls) functionalities
    • Answering dealers questions in a systematic way

       

  • Projects
    • Support special projects when needed

       

  • Financials
    • Participate in budgeting and forecasting cycles required for OPEX and CAPEX for his scope of responsibility and ensure appropriate management of the related spend accordingly 

       

  • Reporting
    • Measure and update KPI development
    • Ensure transparency in providing monthly reporting documents according to standardized templates and structure
    • Control and audit the WS people and feedback to DM
    • Real Time Intelligence ,

       

  • Field Service, assures:
    • 1st level support and documentation thereof in the system (SOURCE)
    • Goods Installation and dealer PDI
    • CSI support
    • Dealer visits
    • Escalation to Factory 2nd level support
    • The improvement of the reliability /perceived quality of the product
    • Accurate input / priorities for escalation of the field issues  to the Nomination committee by the 2nd level ( Factory technical support).
    • The technical support to the Agco strategy for the dealers network development ( Main dealers / Aftersales outlets )
    • Work in line with countries legislation and AGCO rules

 

Qualification

  • Technical and farm equipment understanding,
  • People management,
  • English spoken and written,
  • Solution driven and minded,
  • Dealers organization at EAME level
  • Available to travel <50%

 


Job Segment: Service Manager, Maintenance, ERP, Relationship Manager, Manager, Customer Service, Manufacturing, Technology, Management

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