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. | 
