Senior Manager Customer Support

**Job Summary**

The purpose and scope of the Senior Manager, Customer Support, Tractors (Manager) is Global leadership of Customer and Product Support activities that results in identification of systemic machine failures, resolution definition, and field implementation of product improvements that increase the overall health of AGCO products. The position is directly responsible and accountable for meeting or exceeding product health targets including time to identify new issues and time to implement improvements to the field population. The Manager is fully responsible for the strategic and tactical direction of a diverse global team of technical support experts.

All activities in which the Manager is involved, a “Farmer First” mindset is to be displayed, resulting in finding solutions to problems and enhancements to processes & systems that result in the product a Farmer has purchased exceeding their expectations for quality and reliability.

The Manager will directly supervise a Global Customer Support Team, comprised of Product Performance Specialists and Managers who are based at strategic locations across numerous AGCO sites. The Global Customer Support Team includes members based at AGCO offices, factories, and remote locations.

The organization supports activities and communications that assist Quality, Engineering and Product Integrity in the resolution of product concerns through the Product Concern Resolution process. Additionally, the organization works closely with procurement and parts operations to ensure timely delivery of solutions to the customer and dealer network.

The Manager must be self-directed and able to envision customer support process improvements that result in the overall advancement of time to identify and time to implement metrics on an annual basis. The Manager must be able to bring to fruition envisioned improvements by gaining acceptance and concurrence from associated Global organizations, using managerial skill and discipline as necessary.

Significant effort and time commitment is required for building and sustaining strong working relationships across the regions, brands, and internal stakeholders. Strong ambassadorial skills and mindset are required to create a sustainable and effective working relationship to ensure the Manager is effective in the execution of the role.

**Job Responsabilities**:
Primary responsibilities & accountabilities (not all inclusive) are listed as follows: - Management of Customer Support Global Organization (goal setting, people management, performance reviews, defining correct organization structure)
- Achievement of PPR/PCR Time to Identify and Time to Upgrade targets
- Management of Product Support Program definition and deployment
- Ensuring communication of current product issues and resolution status to the markets
- Proper budget forecasting and adherence for Operating Expense and PSP spend
- Engagement in New Product Introductions (as required)
- Engagement and involvement in brand OPC Meetings (as required)
- Active involvement as the local and legal entity for identified site employees (as required)
- Assist AGCO Product Integrity team regarding product concern resolution initiatives (as required)
- Drive engagement with dealers and customers ensuring the proper issues are being nominated to the product concern resolution process

**Your Profile**

With a Bachelor or a Master Degree, you have a minimum of 8 years of experience in management, ideally in a technical or after-sales department, all in an industrial environment.

You are autonomous and know to prioritize, you are attentive and recognized for your qualities as a manager.

You are known for your interpersonal skills, your focus on customer satisfaction and your ability to bring teams together and engage in a multicultural and changing environment.

You speak fluent English.

Finally, travel is to be expected, (up to 30% of the time).

**Benefits we offer you**
- A company collective performance bonus
- Life assurance and critical illness cover
- 25 days holidays + statutory holidays
- Childcare possibility (crèche inter entreprise)
- Concierge Services
- Employee Assistance Programme for employees and their immediate family (Installation cadres)
- On-site parking
- On-site restaurant
- Works Council benefits (trips, shows and concert tickets, etc ) and Sports Association