Job Title: CSA Manager

Reports To: Corporate Product Support Manager

Department: Parts (30), Exempt

Location: Riverview

Summary of Primary Functions:

Dobbs Equipment is seeking an experienced Customer Support Advisor (CSA). This individual is an integral part of the Dobbs Equipment– Construction & Forestry management team supporting the ongoing development and execution of the company’s strategies for Product Support revenue growth.

This position is focused on developing and growing Aftermarket business through parts, service, and technology sales, understanding competitive trends, and enhancing customer relationships. This role will provide direction, training, and motivation to product support revenue generators and the Construction & Forestry CSA group.

Essential Functions and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. (Other duties may be assigned)

• Develops and implements Aftermarket sales and marketing strategic plans for the organization
• Creates and monitors aftermarket marketing programs to ensure alignment with Dobb’s financial and operational objectives
• Leads the development, communication, and assessment of tactical marketing strategies (advertising, promotions, incentives, events, etc.) that reach targeted prospects
• Defines customer segments and determines how to pursue segments through targeted solutions for growth
• Participates in customer events to drive relationships and new sales
• Develops and monitors Customer Satisfaction Program
• Communicates with factory representatives from various represented manufacturers
• Reviews and distributes manufacturer merchandising plans to team
• Manages, leads, trains, and coaches the C&F CSA group
• Manages recruiting and staffing requirements for the CSA program
• Develops, executes, and monitors CSA commission goals and growth plans for target customers to ensure achievement of growth
• Motivates and encourages overall Product Support staff to obtain business plan goals
• Monitors market trends and utilizes customer insight technologies such as CRM to gain deeper customer understanding
• Promotes trending product support technology lines to develop new Aftermarket revenue streams
• All employees are expected to adhere to the safety policies of Dobbs Equipment and the clients for whom we work.
• Following the safety policies of Dobbs is a condition of employment and is everyone’s responsibility.

Qualification: The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Familiarity with John Deere and competitive product lines / heavy equipment
• Excellent understanding of financial principles relative to Parts and Service department operations
• Experience with data analysis and database relationships a plus
• CRM experience a plus

Education, Skill, and/or Experience Requirements :

• Bachelor’s degree or equivalent from four-year college or a minimum of 3 years related experience and/or training; or equivalent combination of education and experience.
• Valid Driver’s License and maintain a clean driving record.
• Ability to communicate effectively with teammates and customers
• Strong problem-solving skills.
• Must be able to self-manage/self-motivate.
• PC literate, proficient with MS Office, with an emphasis in Excel and Outlook required.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Quick learner with the ability to think out of the box.
• Extensive driving required; overnight travel required
• Bilingual a plus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, and outside weather conditions. The noise level in the work environment is usually quiet.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee frequently is required to walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee is occasionally required to sit.
• The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.
• Specific vision abilities required by this job include close vision, and color vision.

We’re an Equal Employment Opportunity and Affirmative Action Employer

Dobbs Equipment is an Equal Employment Opportunity (EEO) and Affirmative Action employer. We are committed to providing an environment free of discrimination, harassment, and retaliation both for our employees and applicants. We make all employment-related decisions on the basis of an individual’s qualifications and job performance. We recruit, hire, promote, train, transfer, and make compensation decisions without regard to race, religion, color, creed, national origin, ancestry or citizenship status, sex, sexual orientation, gender, genetic information, marital status, pregnancy status, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Notice to Applicants: We participate in E-Verify in the United States.

Drug Free and Alcohol-Free Workplace Notice.

Dobbs Equipment is an Equal Opportunity and At-Will Employer.