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| POSITION DESCRIPTION | AUSTRALIAN LIFE INSURANCE & SUPERANNUATION INDUSTRIES SEPTEMBER 2010 |
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Customer Support/Service Director |
| Position Code: | 1700 | | Career Level: | 6 |
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Responsible for
Controlling Customer Support activities nationally, to achieve customer service and expense control objectives. |
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Reports To
Chief Executive/Managing Director. |
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Supervises
Support Managers, Account Managers and Product/Customer Support Specialists. |
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Main Activities
Establishing national plans and strategies for developing cost effective client support.
Coordinating post sales support on a national basis.
Organisation and monitoring the performance of support operations nationally and project installation services.
Establishing and controlling stocks of parts and service equipment.
Preparing and updating national customer service budgets, and regularly reporting on performance against targets.
Preparing support budgets and projections.
Recruiting and training Product Specialists.
Liaising with Manufacturing/R&D in design support, product improvements and design changes.
Ensuring profitability of service and cost control.
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Key Skills
A strong technical background and detailed product knowledge combined with organising and control abilities. Needs top skills in customer liaison and handling of product application difficulties which adversely affect clients' operations.
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Internal Contacts
State or Regional Sales and Marketing Management, Operations and Logistics Managers, Manufacturing/R&D. |
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External Contacts
Customers at all levels, Prospects, Distributors, Parts Suppliers, and Sub-Contractors. |
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Typical Experience
A least 12 years of experience in customer service and extensive technical training and product servicing experience. |
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Other Comments
The role has important client liaison elements, based on technical appreciation of the customer's requirements and problems. |
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