What are the responsibilities and job description for the After Sales Support Manager position at Morgan Olson?
Job Objective
The After Sales Support Manager is a strategic leadership position focused on growing customer loyalty by extending a best-in-class customer experience to the end of the product life. This will be accomplished by leading a team consisting of customer service, warranty, and aftermarket part sales professionals. Keeping Morgan Olson customers vehicles on the road by minimizing down-time is the main focus of this position.
Please be aware we are onsite with a traditional five-day work week schedule. This is a fully in-person role.
Duties & Responsibilities
The After Sales Support Manager is a strategic leadership position focused on growing customer loyalty by extending a best-in-class customer experience to the end of the product life. This will be accomplished by leading a team consisting of customer service, warranty, and aftermarket part sales professionals. Keeping Morgan Olson customers vehicles on the road by minimizing down-time is the main focus of this position.
Please be aware we are onsite with a traditional five-day work week schedule. This is a fully in-person role.
Duties & Responsibilities
- Managing and motivating a team on a daily basis to ensure the highest level of customer satisfaction
- Continuous development of team members to create a professional customer success experience
- Communicate effectively with all levels of a customer’s management team; instilling a sense of confidence in Morgan Olson’s ability to resolve customer issues
- Maintain continuous status of customer health and proactively mitigate renewal risk
- Manage and drive customer escalations to completion when necessary
- Identify, track, and report appropriate metrics to detect trends, risks, and opportunities
- Cross functional collaboration with internal teams to address customer challenges, failures, defects, and dissatisfaction
- Serve as the voice of the customer internally to influence the product roadmap and to ensure features meet customer needs
- Work with business development team and customer to identify and remain aligned on needs and additional opportunities while employing strategies to drive additional product and service usage
- Drive utilization of sales CRM and systems throughout entire department while looking for other areas of expansion and assisting with that integration
- Proven track record in Sales, Customer Service, and Warranty within the transportation and/or commercial truck industry
- Excellent written and oral communication skills to manage expectations
- A driven, collaborative individual who is a team player
- Ability to build and cultivate strong customer relationships
- Problem solver with strong attention to detail
- Ability to empathize and deescalate
- Ability to quickly learn and understand technology
- Excellent organization and time management skills to handle multiple, competing demands
- Minimum of bachelors degree required
- Minimum of five years experience in sales and supporting customer needs within a manufacturing environment. Transportation and/or commercial fleet preferred.
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