• Job Description

  Req#: 305-5607

  Description

  Super Products LLC is currently accepting applications for a Director of Customer Support at our Mukwonago, WI location. The Director of Customer Support at Super Products leads a multi-functional team to drive exceptional customer satisfaction through after-sales services, including parts sales, field service, training, and technical support, while collaborating cross-functionally to enhance product quality, support systems, and revenue growth.

  Super Products Offers:

  • Day 1 Medical, Dental and Vision Insurance
  • 1st Shift Hours
  • Profit Share
  • Growing, successful company
  • Plus a full, comprehensive benefit package including:
  • Matching 401K
  • Paid Holidays, Sick Time and Vacation
  • Gym membership reimbursement
  • Company paid life insurance, STD and LTD
  • Educational assistance and dependent scholarship programs
  • And more!

  CHECK OUT OUR OPENINGS & APPLY TODAY!

  Super Products Career Site

  CHECK OUT OUR COMPANY VIDEO!

  Super Products Company Video

  Qualifications

  Join the Super Team! Super Products LLC, an Alamo Group Company, is a successful, growing manufacturing company with a new headquarters in Mukwonago, WI and nationwide rental store facilities. We have been designing and manufacturing high-quality vacuum truck equipment since 1973 that include the most innovative features available in the market.

  We pride ourselves on creating a safe and healthy work environment where our employees can grow and prosper throughout their careers. We offer competitive wages and a customizable benefits package that begins on day one of employment. Take the next step in your career and join a winning team!

  Position Summary

  The Director of Customer Support is responsible for positioning Super Products as the undeniable leader in customer satisfaction by delivering a comprehensive pallet of after-sales support services. You will lead and manage three customer support teams including a team of internal after-market parts sales specialists, field service, training and product demonstration personnel, and a team of service desk technicians. This position reports to the President and works closely with Director of Marketing, Director of Engineering, and Vice Presidents of Rental and the lndustrial and Municipal sales divisions.

  Essential Functions of the Job

  • Manage a team of service desk support technicians who provide their troubleshooting expertise to customers, dealers and rental stores
  • Analyze product errors to prompt corrective actions to improve product quality and customer satisfaction
  • Assess internal work systems, procedures, and policies to improve efficiencies in resolving product errors
  • Responsible for managing warranty policy and administration with an unbiased view when determining responsibility for product errors
  • Schedule and manage our field personnel who conduct product demonstrations, deliver operations and service training, and perform field service
  • Participate with rental store personnel to leverage our investments in inventories and national network of service and repair facilities to increase parts sales and improve customer field service support
  • Collaborate with engineering, manufacturing, and sales and marketing leaders to develop training curriculums and self-help support resources for customers and dealers
  • Manage a team of parts sales specialists to exceed customer expectations and meet sales objectives
  • Develop and execute sales programs and marketing activities to achieve aftermarket parts revenue goals
  • Initiate and lead the development and support of e-commerce initiatives including the B2C platform to grow after-market parts sales
  • Regularly identify opportunities to expand the aftermarket parts product line offering
  • Visit with our 80/20 key customers to continually assess customer satisfaction levels

  Knowledge, Skills and, Abilities (KSA’s)

  • Exceptional customer satisfaction champion, naturally sales-oriented, creative with exceptional energy and commitment
  • Excellent communication skills both verbal and written with the ability and confidence to communicate at all levels internally and externally
  • Naturally engages easily with customers and builds sustaining customer relationships with mutual respect and trust
  • Technical acumen, highly organized, data-driven decision-maker
  • Excels at analyzing information, processing and identifying trends with the ability to develop and evaluate options and implement solutions
  • The ability to efficiently and effectively make decisions while producing results through planning, executing and optimizing business processes
  • Ability to lead, motivate and mentor reports effectively to achieve the goals and objectives of the business

  Education and Experience

  • Bachelor's Degree, Business, Engineering
  • A high degree of mechanical/technical acumen
  • Minimum of 5-10 years in a similar role with proven performance
  • Proven career accomplishments

  Working Conditions

  • Position works in a general office environment 70% of the time

  Relocation not available for this position.

  EOE Minorities/Females/Protected Veterans/Disabled | Drug-Free Workplace

  We are proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will be considered without regard to race, national origin, color, religion, age, genetics, sex, sexual orientation, gender identity or expression, disability or veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

• About the company

  Alamo Group Inc. is engaged in the design and manufacture of agricultural equipment and infrastructure maintenance equipment for governmental and industrial use. The Company operates in Industrial, Agricultural and European segments. The Company's prod...

Notice