Customer Support Manager

Ascendum Machinery; Mills River (NC); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a Customer Support Manager to lead sales and operational support for service and parts. This role is pivotal in developing customer relationships and promoting product support solutions to drive growth. You will collaborate with internal teams to ensure exceptional service and customer satisfaction, while also managing key accounts and resolving product support issues. Join this dynamic team to make a significant impact in the construction equipment sector, where your expertise will help shape customer experiences and drive operational excellence.

Qualifications

• 5-10 years of experience in construction equipment dealership.
• Proven skills in managing customer relationships and product support metrics.

Responsibilities

• Lead sales and operational support for service and parts across regions.
• Develop customer relationships and drive growth through strategic initiatives.

Skills

Customer Relationship Management

Analytical Skills

Problem-Solving Skills

Communication Skills

Organizational Skills

Sales Skills

Education

Bachelor's degree in Business or related field

Tools

Microsoft Windows applications

CRM tools

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.

Key Responsibilities

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

Requirements:

1. Bachelor’s degree in business or a related field, or equivalent industry experience.
2. 5–10 years of experience with a construction equipment dealership.
3. Proven customer relationship management skills.
4. Solid understanding of product support metrics and KPIs.
5. Proficiency with Microsoft Windows applications and CRM tools.
6. Strong organizational and planning abilities.
7. Excellent written and verbal communication skills.
8. Ability to handle confidential information with discretion.
9. Strong analytical and problem-solving skills with a practical mindset.
10. Excellent verbal and written communication skills, adaptable to various audiences.
11. Active listening and relationship-building capabilities.
12. Self-motivated, enthusiastic, and results-driven.
13. Strong customer focus with a passion for service excellence.
14. Ability to work independently with integrity, initiative, and sound planning.
15. Comfortable working extended hours when necessary.
16. Goal-oriented, with a drive to add value in every customer interaction.
17. In-depth knowledge of parts and service operations within the construction equipment industry.

Physical Demands:

1. While performing this job, the employee is regularly required to talk or hear.
2. The position requires the ability to sit, stand and walk for long periods.
3. This position requires the ability to stoop, bend, climb and crawl.
4. Must be able to occasionally lift or move up to 30 pounds.
5. Ability to operate a company vehicle and travel to customer sites, branch locations, or job sites regularly.
6. Comfortable working around construction equipment in outdoor environments, including varying weather conditions.

Travel Requirements: Up to 60%

FLSA STATUS: The U.S. Fair Labor Standards Act (FLSA) requires employers to classify their employees as being either exempt or non-exempt for the purpose of being paid overtime wages. The essential duties of this job are such that the employee is classified according to the FLSA as a Exempt employee.

EQUAL OPPORTUNITY: Ascendum makes recruitment, employment, promotional and all other People and Culture decisions without regard to race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy (including childbirth and related conditions, including, but not limited to, lactation), disability, hair texture or protective hairstyle, veteran status, uniformed service, genetic information, or any other class or characteristic protected by applicable law. This policy applies to all aspects of employment that include but are not limited to hiring, promotion, training, transfers, job assignments, terminations, recalls, wage and salary administration, and application of all Company policies, procedures, and benefits.