International Accounts Aftersales Manager

Crown is one of the world’s largest material handling companies with a reputation for award-winning product design, advanced engineering & technology, as well as superior after-sales service. For 80 years, Crown’s business philosophy has utilised vertically integrated processes to design, manufacture, and distribute forward-thinking, innovative solutions that improve customers’ productivity and operating efficiency. Crown produces a broad range of forklifts, batteries and chargers as well as automation solutions and fleet management technologies, and warehouse solutions products and design services. Since its founding in 1945, the family-owned company has placed the customer at the heart of its business. This commitment is reflected in its brand promise: “When every minute matters, customers can count on Crown to keep their businesses moving.”

Ensure the Company is the preferred vendor with an assigned group of International Accounts by supporting the user’s Fleet Management and aftermarket requirements. Manages the relationship from the customer’s corporate level to ensure expectations of performance are met. Lead key initiatives to ensure the customer is operating at the lowest cost of ownership. Support and assist the company Dealer network to ensure support commitments and expected level of service are being provided to the customer. Collaborate with other Company departments/managers to create and implement aftermarket processes to maximize the Company’s parts and service revenue generated from each account. When appropriate, participate and support the selling process with assigned accounts. This position reports to Senior Manager Regional Aftersales.

Account Support

• Manage key metrics for assigned accounts to track yearly performance.
• Work with Feldkirchen based Customer Service department with regards to ongoing support of assigned accounts.
• Ensure that appropriate Corporate and Local support is being accomplished for each customer according to their needs and Level of Service Guidelines.
• Primary contact for customer for all aftermarket support issues via all communication channels (email, phone, etc.).
• Work in conjunction with Regional Aftersales Managers to most effectively utilize Company support resources.

Account Visits / Business Reviews / Audits

• Routinely visit assigned accounts to provide both sales and service support consistent with the Company’s commitment to the customer.
• Identify and work with the Company’s Dealer Network to close any gaps between the levels of support being provided and Company’s overall commitment to the customer.
• Work directly with the customer and conduct Fleet stats Business Reviews on a regular basis.
• Conduct maintenance audits and required follow up if required.

Service Support Programs

• Collaborate with other Company Managers, Marketing and Service Departments to develop new “Customer Focused” value added service support programs and communication tools that position the company as the preferred supplier when compared to competitors.

Fleet Management

• Assist the customer directly with Fleet Management including: Fleet stats, Infolink, work order management systems and/or customer maintenance data.
• When appropriate, serve as the customer’s Fleet Manager by utilizing the Fleet stats advanced package.
• Technically analyse fleet data; “Cost per Hour” statistics and overall truck/fleet average, and propose/communicate fleet management solutions to end users / dealer network (i.e. asset replacement, asset relocation, etc.).

Support Status

• Develop and maintain the customer profiles and share with appropriate company personnel.
• On agreed upon intervals, prepare executive summary reports for appropriate Company management personnel regarding status of business relationship with assigned accounts.

Communication

• Prepare all communication in an effective and punctual manner. This includes dealer/customer call reports, follow-up material for dealers and end users and all other correspondence required of this position.
• Provide effective feedback to Service Product Support and Service Support in Crown Munich and other Crown personnel regarding specific product and/or business issues.

Miscellaneous

• Partner with other departments within Crown such as sales, engineering, purchasing, parts marketing and legal, to effectively support Crown dealer network and end users.
• Assist with presentations and other instructor responsibilities associated with Aftermarket Sales and Product Training class.
• Perform other duties as assigned.

Hours of Work: Monday to Friday – 37 hours per week

Target Salary: Competitive salary

Holidays: 25 days holiday plus Bank Holidays.

Pension: Company pension plan.

At Crown, we know that our employees are the driving force behind our success in the material handling industry. We cultivate a culture of passionate people and inspired innovation. In fact, throughout Crown’s history, more than 1,000 employees have reached a 25-year milestone, and we are proud to have travelled their career paths with them. From employee training and development to competitive compensation packages, we invest in our employees, knowing that people are always at the core of what moves us forward. In addition to financial remuneration and participation, we offer our employees various social benefits including but not limited to: Excellent discount scheme with access to the best perks from some of the UK’s biggest brands.

Please contact us via our website at: Crown Lift Trucks Ltd, Karen Callander, Rutherford Road, Basingstoke, RG24 8PD, www.crown.com. If you have any further queries regarding this job, please do not hesitate to contact the Recruitment Team at Crown Lift Trucks Ltd on 01256 300211 or via uk.recruitment@crown.com.