Job profile:

The company is a global tractor and farm equipment brands manufacturer. Growing existing markets and scouting for new market opportunities requires unique skills. The candidates will be part of a core team whose brief is to profitably grow The Companys business in ASEAN.

The company will have dealer model in Thailand to compete effectively with incumbent OEMs. Ideally, need person with prior market experience in Thailand (with Thai and reasonable English-speaking capability) and Farm equipment industry sales experience.

Job Position: Customer Care Manager - Thailand 

Office Location: Bangkok, Thailand 

Key Responsibilities:

• Actively manage and grow Customers product satisfaction in assigned provinces of Thailand working with Channel partners and resp. internal and external stakeholders.
• Resolve product and performance issues with dealers/customers and coordinate with resp. factories on appropriate issues and solutions
• Manage efforts to develop channel partners product support capabilities through: Technician training, tools, facilities, warranty administration; with clear objective to improve customer satisfaction
• Administer warranty and resolve reimbursement issues
• Administer product support policies and/or processes, as well as track and report competitive performance
• Drive Customer Satisfaction through PDI, installation, fast problem resolution, increasing machine productivity through optimization clinics and reducing machine downtime through service camps

Channel partner onboarding, and development

• Support channel partner successful onboarding and streamline the operational customer care processes
• Build and monitor channel partners manpower service and parts capability and capacity
• Ensure dealers get required support from HO in terms of product literature, tools, diagnostics, catalogues, etc.

Spare parts demand generation and driving aftermarket revenue.

• Drive spare parts revenue demand through service events, adequate parts stock, parts promotion, others
• Implement parts stocking policies and processes for tracking parts retail sales and securing target parts orders

Person profile:

Must have knowledge of Thailand farm equipment business (incl. Thai culture, preferences) to adapt and blend with channel partners and external/internal stakeholders. Knowledge of Thai and English languages is required.

Must have strong product technical knowledge, spare parts understanding, service management skills

Should have a strong Emotional Quotient (EQ) - culturally agnostic, open minded, good listening and negotiating skills, collaborative and able to produce results with diverse teams

• Educational qualification: BE or Diploma (Mechanical / Industrial/ Automobile) required
• Experience Around 10+ years experience in product technical service, product support in Thailand in Farm equipment industry required
• Critical skills set: Channel partner management, After sales support management
• Functional competencies: Warranty management, Parts inventory management, Product technical knowledge of tractor and farm equipment
• General requirements: Good Thai and English language (written and spoken) capability