Techtronic Industries (TTI) is a global organisation, a world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. The TTI brands like MILWAUKEE, RYOBI, AEG, VAX and many other are recognised worldwide for their deep heritage, superior quality, outstanding performance and compelling innovation.
TTI is currently seeking a Aftersales Account Manager to join our team in Dandenong South. Reporting to the Service Network Supervisor.
About the Opportunity
The Account Manager will engage and improve the service agent repair operations within key retailer partners. Provide daily operational support to specific key regions of TTI service network and building key relationships with large retailer partner stakeholders. Ensure that Product Service becomes a competitive advantage for all TTI’s brands
Key Objectives & Responsibilities
Creation of product service retailer engagement strategy for large key retailer accounts.
Improve the key service outcomes within retailer’s service repair operations.
Interstate travel will be required
Creation of a best practice framework to drive continuous improvement within the retailer service operations.
Completion of site visits and service audits within defined best practice frameworks
Review controls and processes, so that the risk of fraudulent claims and non-warranty claims are reduced as far as practical and repair agents are held accountable for their repair claims.
Work with the External Agent Relationship Manager to leverage internal learnings/benchmarks from the wider Product Service team, that can be transferred to the external network to improve their performance
Establish close links with Sales, Job site Solutions (JSS) and Trade Field Specialist (TFS) as well as other support functions to ensure communication, performance and improvement actions are understood by all key stakeholders
Utilize the output of the Voice of the Customer (“VOC”) program to target repair agents requiring remedial action and to recognize superior performance within the region
Work with external repairers to increase their efficiency, capacity and customer service to TTI’s customers
Report on the performance of the region’s repair network as defined and agreed with the External Agent Relationship Manager.
Ensure that the external repair network is supported with information and training (as required) to repair TTI’s products to the standards established via the grading framework, with the central aim of improving the outcome and experience for all of TTI’s customer segments (B2C, B2B & B2R)
Skills & Experience
Experience in working with external service repairers, within a similar commercial environment (sales/ marketing/ distribution)
Ability to work remotely without constant supervision and to take a structured approach to planning your tasks and activities
Strong time management skills, with the ability to manage conflicting priorities
Demonstrated ability to work with, coach and drive improvements with third party stakeholders
Excellent interpersonal & communication skills teamed with the ability to achieve win-win outcomes with all stakeholders
Recent experience and high level of computer literacy in Salesforce (or similar), SAP (or similar ERP system) & Microsoft Office products
Problem-solving attitude with demonstrated ability to perform, take action and succeed under pressure
Through an ongoing company-wide commitment to cordless technology, innovation and strong customer partnerships, TTI consistently delivers exciting new products that enhance customer satisfaction and productivity. We are committed to ensuring our people have a great experience at TTI, so in addition to an exciting and challenging role we also provide:
Competitive remuneration package
Modern office/workshop with onsite parking
All the tools of trade provided
Exposure to world class technologies
Generous discounts on company products for multiple brands
If you fit the above attributes and are excited to start your career with a fast growing, passionate brand and dynamic team, then we’d love to hear from you!
