Customer Support Manager

Description

The Customer Support Manager (CSM) is responsible for leading the sales and operational support of service and parts for all Ascendum product lines across their assigned region. This role focuses on developing customer relationships, promoting product support solutions, and driving growth through strategic support initiatives. The CSM works closely with internal teams to deliver a high level of service and value to customers, ensuring long-term satisfaction and equipment performance.

RESPONSIBILITIES

• Markets and sells the value of parts and service to customers.
• Develops and maintains customer relationships at all levels.
• Review and quote all Ascendum block time customer offerings.
• Helps prospect for new markets, customers and applications within all Ascendum regions.
• Develops good knowledge of competitive products and suppliers.
• Produce Ascendum Total Maintenance and Repair Agreements and multi-year Customer Support Agreements.
• Review the product support elements of Ascendum governmental bids and quotes.
• Provides input on annual forecasts for region and territory potential.
• Resolves customer product support issues, as necessary.
• Works with regional management teams and corporate staff to support goals and marketing ideas for increasing product support sales.
• Provides customer service and prospecting skills with the ability to approach the sales process creatively and in a professional and consultative manner.
• Provide monitoring and oversight for remote parts routes and field support activity.
• Provides customers with information for helping to cost effectively manage equipment.
• Utilizes and maintains key product support metrics and customer data.
• Specialist in telematics; Active Care Direct, Co-pilot, and other systems.
• Provide key account support as required to ensure customer satisfaction.
• Other duties as may be assigned to meet company goals and objectives.

Requirements

Satisfactorily achieving and/or meeting the following Experience, Competencies, and Proficiencies that are essential duties of the job:

• Bachelor’s degree in business or a related field, or equivalent industry experience.
• 5–10 years of experience with a construction equipment dealership.
• Proven customer relationship management skills.
• Solid understanding of product support metrics and KPIs.
• Proficiency with Microsoft Windows applications and CRM tools.
• Strong organizational and planning abilities.
• Excellent written and verbal communication skills.
• Ability to handle confidential information with discretion.
• Strong analytical and problem-solving skills with a practical mindset.
• Excellent verbal and written communication skills, adaptable to various audiences.
• Active listening and relationship-building capabilities.
• Self-motivated, enthusiastic, and results-driven.
• Strong customer focus with a passion for service excellence.
• Ability to work independently with integrity, initiative, and sound planning.
• Comfortable working extended hours when necessary.
• Goal-oriented, with a drive to add value in every customer interaction.
• In-depth knowledge of parts and service operations within the construction equipment industry.

PHYSICAL DEMANDS

• While performing this job, the employee is regularly required to talk or hear.
• The position requires the ability to sit, stand and walk for long periods.
• This position requires the ability to stoop, bend, climb and crawl.
• Must be able to occasionally lift or move up to 30 pounds.
• Ability to operate a company vehicle and travel to customer sites, branch locations, or job sites regularly.
• Comfortable working around construction equipment in outdoor environments, including varying weather conditions.

Employees are expected to meet the Physical Demands of the job. If requested and deemed necessary, Ascendum Machinery will provide reasonable accommodation to a disabled employee to meet the Physical Demands of the job.

TRAVEL REQUIREMENTS: Up to 60%