Head of Precision Technology and Customer Support

Ripon Farm Services Ltd.
Market Weighton / Malton, UK
Head of Precision Technology and Customer Support

Head of Precision Technology and Customer Support

place Market Weighton / Malton

Role overview

Lead and champion the development and implementation of integrated solutions for the entire organisation, including the execution of Connected Support and Precision Technology for Ag. and Turf.

The role will require optimisation of processes and strengthening customer relationships to ensure internal and external customer satisfaction, growing profitable service labour sales to maximise aftermarket sales.

In addition, the role covers product management and development of the RFS portfolio of product brands with specific emphasis on training and education of both colleagues and customers alike. This will require you to work closely with internal/external resources to identify customer needs to develop and apply comprehensive products and services to address those needs.

Responsible for training and development of both sales and service staff to ensure that all staff are conversant with the product and Precision Technology and the Connected Support Services and how it is used in the field.

Most importantly, it develops a team of engaged Integrated Solutions and Precision Technology and product specialists that add value to the customers and internal teams by developing world-class demonstrations, aftermarket and technical backup.

This role can be based at either our Market Weighton Depot or our Malton Depot. The role will require some travel between our sites.

Essential Duties:

1. In close collaboration with other departments, develop and adapt the strategic direction of RFS, integrated solutions and Connected Support. The intention is to set RFS/JD at the forefront of the agricultural industry.

2. Establish and manage a profitable Precision Ag and integrated solutions business as an independent cost-/ profit centre inside the dealership.

3. Drives a solution-selling culture in close collaboration with service, parts and sales management. In addition to the focus on product sales, this includes the delivery of services to meet or exceed customer experience.

4. Takes the lead in sharing best practices and implementing common and consistent processes throughout all workshops of the Service Organisation.

5. Differentiates the Dealer businesses by ensuring a consistent delivery and follow-up process for new equipment for the Group.

6.Monitors Expert connect usage, identifies areas for improvement and assists all departmental managers with developing any areas of concern.

7. Develop a common and sustainable out-of-hours call monitoring and ticketing system to ensure customers receive timely repairs.

8. Ensures consistent use of RFS and John Deere tools (CRM, DTAC, Service ADVISOR) throughout the entire Service Organisation.

9. Manages the relationship with potential third-party providers such as Ag input suppliers and consultants.

10. Attracts, engages, and retains departmental personnel.

11. Effectively coaches department personnel and aligns training and development plans to the company’s strategic goals.

12. Ensure adherence and compliance with any legal obligations and RFS and John Deere’s policies and procedures.

Strategic responsibilities:

1. Manages the dealership alignment with RFS and John Deere Precision Connected Support and Precision Technology policies and strategy.

2. Ensures all marketing and training plans have a focus on the Precision Technology and Connected Support that differentiates RFS/JD from our competition. (Product and services).

3. Researches the market to identify new aftermarket business opportunities among competitor customers and non-traditional segments.

4. Develops and manages a highly effective customer support, product specialist, and demo teams that work effectively in collaboration with both sales and aftermarket. Identifying training needs and development plans.

5. Organises demo days and training events for customers and colleagues and ensures appropriate marketing and communication of these events.

6. Manages the dealership alignment with NMQ (New Model Qualification) phase requirements.

7. Ensures sales metrics and goals are met by segment.

8. Ensures that a consistent sales process is followed.

Skills & Qualifications:

· 3-5 years of experience in an Ag/Turf Business, customer service and/or sales roles.

· Collaborates extensively across all aspects of the business to ensure complete customer satisfaction.

· Ideally, an understanding of the Ag business and aftermarket practices along with the knowledge of agricultural machinery and the application of Precision Agriculture principles in the field.

· Understanding of the importance and application of IT in precision farming and production value chain of the key customers in the dealer area of responsibility.

· Understanding how to create profit based on the sales of services.

· Excellent customer relations and communication skills.

· Ability to think strategically and work in a solution-oriented manner.

· Good understanding of financial principles and running a P&L.

· Proven managerial ability, including leading, coaching, and developing others.

· Demonstrates leadership, team management and interpersonal skills.

· Good ability to use computer applications and internet functions.

This job description is not all inclusive and may vary from time to time.

We are an equal opportunity employer.

  • Opportunity to work with industry-leading technology and brands.
  • Company pension scheme.
  • Company sick scheme.
  • 24 days holiday plus bank holidays.
  • Vehicle for business and personal use.
  • Life insurance x 3 salary.
  • Tailored career path.
  • Manufacturer training.
  • Employee uniform.
  • Staff discount on showroom items.
  • Free on-site parking.
  • Health and well-being support line
  • Employer funded cash plan to support with covering employees’ regular healthcare expenses