Terex Corporation

Customer Support Coordinator

US-SD-Watertown
1 month ago(12/12/2017 3:08 PM)
Job ID
2017-36257
# Positions
1
Category
Aftermarket

Overview:

Terex is a global manufacturer of lifting and material processing products and services that deliver lifecycle solutions to maximize customer return on investment. Terex delivers lifecycle solutions to a broad range of industries, including construction, infrastructure, manufacturing, shipping, transportation, refining, energy, utility, quarrying and mining.  Terex reports in three business segments: Aerial Work Platforms; Cranes; and Materials Processing. Terex offers financial products and services to assist in the acquisition of Terex equipment through Terex Financial Services. For more information about Terex, its products and services, visit www.terex.com and/or www.facebook.com/TerexCorporation.

 

Terex Utilities is a truck equipment final stage manufacturer of digger derricks, aerial devices and associated equipment for the utility industry, municipals, telecommunications, tree and electrical contractor markets.

 

This position will focus on ensuring customer satisfaction and issue resolution.  This role will require a creative and resilient person who has demonstrated the ability to advocate for themselves and others.  The ideal candidate will convey an ambition to contribute immediately, solid communication skills, and the ability to manage complex issues and projects.  Facilitating clear customer communication and issue resolution throughout the entire customer experience will be the key objective.  Successful execution in this role will open opportunities for the team member to grow into other functional areas of the business as identified by the team member and agreed to by the leadership team.

Responsibilities:

Responsibilities:

  • Facilitate customer visits to the TU factory for key accounts, including foresight and planning of truck build status and schedule for First Article Inspection (FAI) visits
  • Coordinate and facilitate all details and logistics of the key customer visits, including completion of all necessary registration, meeting and meal arrangements, and transportation as required
  • Tracking status and progress of the incorporation of customer requested change into the truck build
  • Manage all action registers & customer issue reports for key accounts, for both pre-delivery and post-delivery issues
  • Key support resource at factory for Territory Sales Managers in the field
  • Schedule and facilitate customer meetings and action register reviews
  • Ensure that all customer issues have been captured accurately and are routed appropriately into the proper business processes
  • Manage customer issues to ensure that they are progressing through the resolution cycle in a timely manner, in accordance with customer expectations and case management processes
  • Escalate issues as appropriate to ensure clear organizational focus on key issues
  • Ensure that appropriate cross functional support is engaged in issue resolution
  • Root Cause Corrective Action (RCCA) follow-up for new truck delivery configuration issues
  • Participate in and facilitate (as required) all key issue customer meetings & reviews for assigned customer accounts
  • Actively participate in identifying process improvement opportunities and the execution of established initiatives regarding customer communication and issue resolution

 

Qualifications:

Experience:

  • Bachelor’s degree
  • Demonstrable experience in working well with others to create an environment of collaboration and achievement to resolve issues
  • Complex problem solving

Skills:

  • Strong computer skills (MS Office), excellent organizational, communication and teamwork skills, with strong customer focus.
  • Lean manufacturing process knowledge is preferred.
  • Must be able to effectively track, record and follow-up with product support projects.
  • Strong written and verbal communication skills
  • Must have strong interpersonal skills, and have the ability to clearly communicate with external customers as well as various inter-company departments

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