Customer Support Manager

Job Description

Job Description

Description :

The Customer Support Manager (CSM) is responsible for leading the sales and operational support of service and parts for all Ascendum product lines across their assigned region. This role focuses on developing customer relationships, promoting product support solutions, and driving growth through strategic support initiatives. The CSM works closely with internal teams to deliver a high level of service and value to customers, ensuring long-term satisfaction and equipment performance.

RESPONSIBILITIES

• Markets and sells the value of parts and service to customers.
• Develops and maintains customer relationships at all levels.
• Review and quote all Ascendum block time customer offerings.
• Helps prospect for new markets, customers and applications within all Ascendum regions.
• Develops good knowledge of competitive products and suppliers.
• Produce Ascendum Total Maintenance and Repair Agreements and multi-year Customer Support Agreements.
• Review the product support elements of Ascendum governmental bids and quotes.
• Provides input on annual forecasts for region and territory potential.
• Resolves customer product support issues, as necessary.
• Works with regional management teams and corporate staff to support goals and marketing ideas for increasing product support sales.
• Provides customer service and prospecting skills with the ability to approach the sales process creatively and in a professional and consultative manner.
• Provide monitoring and oversight for remote parts routes and field support activity.
• Provides customers with information for helping to cost effectively manage equipment.
• Utilizes and maintains key product support metrics and customer data.
• Specialist in telematics; Active Care Direct, Co-pilot, and other systems.
• Provide key account support as required to ensure customer satisfaction.
• Other duties as may be assigned to meet company goals and objectives.

Requirements :

Satisfactorily achieving and / or meeting the following Experience, Competencies, and Proficiencies that are essential duties of the job :

PHYSICAL DEMANDS

Employees are expected to meet the Physical Demands of the job. If requested and deemed necessary, Ascendum Machinery will provide reasonable accommodation to a disabled employee to meet the Physical Demands of the job.

TRAVEL REQUIREMENTS : Up to 60%