At a Glance
- Tasks: Lead customer success and machine performance across Central, Southern & Southwest England.
- Company: Join John Deere, a leader in agriculture with a commitment to innovation.
- Benefits: Enjoy 25 days holiday, a premium car, private medical insurance, and flexible working.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact by enhancing customer experiences and driving product uptime.
- Qualifications: Degree or relevant experience in agriculture, strong coaching and analytical skills.
The predicted salary is between 40500 - 49500 £ per year.
We are looking for a Territory Customer Experience Manager to join our UK & Ireland Agriculture Division. Lead the delivery of product uptime, machine performance and customer success across the assigned territory and product lines. Build dealer technical capability, coordinate effective problem resolution and connect dealers to deliver an outstanding customer experience. The TCEM succeeds not only through technical expertise, but through trusted relationships with customers, operators and dealer teams. This differentiates the role from a traditional technical support position and links directly to customer success.
Your responsibilities
- Drive product uptime and effective machine operation by developing dealer support capabilities and coordinating timely technical intervention.
- Ensure capabilities and execution of Dealer Centralised & Connected Support Teams.
- Coordinate the diagnostic, escalation and resolution of priority technical issues, ensuring clear ownership, timely communication and appropriate product-line involvement.
- Develop dealer capabilities in technical diagnostics, issue resolution, machine optimisation and proactive machine monitoring.
- Serve as the interface between the customers, dealership and product lines to reduce recurring technical issues.
- Conduct regular proactive dealer and customer visits, with particular focus on key accounts, customer retention and recurring product-performance concerns.
- Coordinate and monitor relevant warranty, product programmes and commercial-assistance cases.
- Lead the technical and product-performance elements of Customer Success Journey execution, in collaboration with the other stakeholders and dealer teams.
- Collaborate across Harvesting, Crop Care & Precision Technology, Aftermarket, Key Accounts, Sales and other relevant functions to deliver coordinated customer support.
Measures of success
- Product uptime and machine-performance outcomes.
- Timeliness and quality of technical issue resolution.
- Reduction in recurring technical issues.
- Dealer technical capability development.
- Machine-monitoring and technology-utilisation effectiveness.
- Customer experience and retention outcomes.
- Execution of the technical elements of Customer Success Journey.
What will make you stand out
The role will have both territory and product line responsibilities, meaning that for the product line you will be required to be geographically mobile plus occasional international travel. Ideally you will have a degree or equivalent & relevant work experience within agriculture, agronomy, agricultural engineering, precision agriculture, technical support, customer support. You possess excellent coaching & interpersonal skills and can motivate, engage, and unite people around common objectives effectively interacting with dealers. Ability to work independently, remain self-motivated and self-organized, and manage multiple support priorities plus enjoy working with numbers and leveraging your analytical skills.
What we offer
John Deere offers a competitive rewards package including 25 days' holiday plus bank holidays (increasing with service), the opportunity to buy and sell holiday, a premium company car, private medical insurance, a flexible and inclusive working environment, a competitive bonus scheme, contributory pension scheme, Group Income Protection, and Group Life Assurance/Death in Service benefits, along with home office working equipment such as a laptop and mobile phone. We invest in our employee’s personal development, and as a business with over 70,000 employees worldwide we offer excellent career development opportunities for the right candidate. The position is field-based and involves working from home when not visiting dealers/customers or supporting events. The successful candidate will be expected to live centrally and within a commutable distance of the dealers on this territory.
Everyone is welcome at John Deere. We firmly believe that diversity and inclusion make us even stronger. We look forward to receiving your online application.
Territory Customer Experience Manager in Nottingham employer: John Deere
At John Deere, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture that fosters personal and professional growth. As a Harvesting Territory Sales Manager in the East of England, you will benefit from a competitive rewards package, including generous holiday allowances, a premium company car, and comprehensive health benefits, all while working in a supportive environment that values diversity and encourages career development. Join us to make a meaningful impact in the agricultural sector while enjoying the flexibility of a field-based role that allows for a healthy work-life balance.
