Territory Customer Support Manager

SANY America, Inc.; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

SANY America seeks a Territory Customer Support Manager to lead dealer network development in the North Central U.S. The role involves coordinating parts and service support, driving KPI targets and ensuring dealers stay current with product changes and service bulletins.

The position requires strong dealership operations knowledge, 5+ years in heavy equipment, and willingness to travel up to 70%. A high school diploma and technical qualifications are expected.

Qualifications

• The ideal candidate understands dealership daily operations.
• Customer-focused and service-oriented mindset is essential.
• Technical aptitude to diagnose and troubleshoot heavy equipment.
• Strong communication and presentation skills are required.
• Ability to read technical manuals and schematics.

Responsibilities

• Work with SANY teams to select new dealer partners in targeted markets.
• Assist in planning dealer readiness for receipt and dispatch of equipment.
• Ensure dealers have resources to support SANY America and customers.
• Support technical diagnostics and troubleshooting with dealers and service personnel.
• Deliver dealer-specific metrics to drive KPI targets.
• Keep dealers updated on product changes, service bulletins and systems.
• Support dealer training to maintain skills on SANY equipment.

Skills

Dealership ops

Customer service mindset

Technical troubleshooting

Communication skills

Organization

Driver's license

Education

High school diploma

Technical College or similar qualifications

Job description

As part of the America’s team, SANY is looking to recruit a driven, forward-thinking and highly motivated Territory Customer Support Manager located in the North Central Region of the United States. With the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years. Critical to this growth is the appointment of a high-quality TCSMwho is responsible for overseeing the development of the dealer(s) parts and service business aligned to Sany expectations.

SANY America is pursuing an aggressive growth strategy that requires a strong and consistent dealer network supporting the increased market share. This role will require someone who has the ability to multi-task, understand the inner workings of a heavy equipment dealer organization and address technical product issues while being a problem solver that can create and improve processes with outside-the- box thinking.

With current revenues over $500 million, SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase their market share.

KEY RESPONSIBILITIES

• Work with Sany teams select new dealer partners in strategically targeted markets.
• Assist in planning dealer readiness for receipt and dispatch of new equipment aligned to customer expectations.
• Ensure dealers have resources and facilities to safely and efficiently support SANY America and their customer base.
• Support technical diagnostics and troubleshooting for heavy equipment together with Technical Support Specialist and Dealer service personnel by utilizing an internal case system.
• Deliver dealership specific metrics to assist in meaningful KPI targets.
• Ensure all dealers are up to date on all product changes, service bulletins and SANY systems.
• Support technical service training to ensure dealer technicians are properly trained on SANY equipment and maintain appropriate skill level.

Parts

• Champion the use of SANY OEM parts to drive dealer revenue objectives.
• Assist dealers in maintaining a well-stocked parts department to promptly respond to customer requirements.
• Provide parts guidance to dealers and customers when needed.
• Support the training of dealer parts personnel to ensure efficient use of Sany systems.

Warranty

• Provide support and clarity in the application of the SANY warranty policies and procedures as outlined in the Dealer Policy Manual.
• Support dealers in the timely submittal of warranty claims.
• Ensure 100% compliance on all mandatory safety related bulletins.

Other Duties

• Identify and report on product quality and emerging product reliability issues.
• Additional duties as assigned.

PROFESSIONAL EXPERIENCE & QUALIFICATIONS

The ideal candidate will possess:

• Understanding of dealership daily operations.
• Minimum of 5 years of experience in the construction, industrial or agricultural equipment industry.
• A customer-centric and service-oriented mind-set with a passion for customer service.
• Technical aptitude to diagnose and troubleshooting heavy equipment.
• Attention to detail and critical view for continuous improvement to drive exceptional customer experience.
• Strong written and verbal communication and presentation skills.
• Understanding of collaborative teamwork.
• Strong organization and prioritizing skills.
• Ability to build trust and credibility with a variety of stakeholders to ensure the delivery of value-based solutions.
• Valid Driver’s license with a clean driving record.
• Minimum educational requirement of a high school diploma.
• Ability to understand and read technical manuals, parts manual, electric and hydraulic schematics.
• Experience with service and parts department management.
• Technical College or similar Higher Education qualifications.

T RAVEL REQUIREMENTS

• Preferred location is in the South Central Regions of the United States
• Must be willing to travel 50% to 70% of the time

COMPENSATION

Compensation will be competitive and commensurate with experience. It will include a base salary and other exceptional benefits

EQUAL OPPORTUNITY STATEMENT

SANY America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.