Manager, Customer Field Support Job

  • AGCO
  • NL - LI - Grubbenvorst
  • 1 week ago

Company Name: AGCO

Location: Grubbenvorst, LI, NL

Job Duration: 2021-11-19 to 2021-12-19


Job Summary:

This role is focusing on improving the Customer Support Organization delivery globally to our dealers, distributors and customers, making sure that the levels of satisfactions are fully met.

The Customer Support Continuous Improvement members are constantly looking at current processes and best practices and KPI’s to improve the effectiveness of our teams and tools for our Dealers, Distributors, and Customers.

Define roles and responsibilities with the Leaders of Customer Support Field Service for their teams. Provide process and/or tool improvements to efficiently manage the prioritizing of scheduling of field service team to support our dealer and customers. Align working relationship with Customer Product Support Team and Aftersales Managers in alignment of supporting our dealer and customers. Define and use KPI’s to support areas of improvements and actions that need to be taken to improve processes and tools.

Manage Goodwill processes and tools with the leaders of Field Service.

Able to flex and help other areas under the Continuous Improvement Team Responsibilities where the focus is needed to support our Dealers and Customers.


Job Responsibilities:

Develop further business opportunities that will provide process efficiency improvements and/or increased income.

Ensure all assigned projects are implemented on time.

Ensure project milestones and deadlines are met.


Manage Goodwill budgets, processes and tools with the leaders of Field Service.

Hold weekly meetings with the Leaders of the Field Service Team on process improvements, projects, KPI’s, etc.

Engage in functional meetings.

Engage in operational meetings when needed.

Regular reviews regarding day-to-day issues, performance, targets, and KPIs.

Liaise with Distributors and Dealers across AGCO to gather requirements for current and future projects.

Ensure transparency by providing monthly reporting documents according to standardized templates and structure.

Escalate deviations to plans Improve efficiencies within Field Service Team integrating similar functions and roles as appropriate.



Excellent knowledge of the customer experience

Excellent knowledge of the Technical Service function

Good knowledge of Dealer / Distributor / Customer working practices and processes

Excellent influencing and negotiating skills across all levels

Excellent analytical and problem-solving capabilities

Excellent communication skills – both written and verbal Fluent in English and other languages (German, Italian, French) would be a benefit

Good project management skills

Good skills of influencing, and driving change


If you’re looking for an opportunity to work in an inspiring multinational environment for a leading global player of agricultural solutions, we look forward to receiving your application in the English language (including your CV) via our career website.




AGCO is a global leader in the design, manufacture and distribution of agricultural engineering with a portfolio of exciting international brands which deliver solutions to farmers in 140 countries through a full line offer from tractors and combine harvesters to protein production systems and smart farming software solutions – to an environment where the future is happening now. Join us as we bring agriculture into the future.