CustomCare Regional Manager
About CDE
CDE exists to create our best world through bold engineering in the waste recycling and natural material processing industries. We move forward together, continuously creating to the highest global standards. We are always customer-focused, relentlessly innovating with a single purpose in mind:
To create our best world, a ton at a time.
CDE is the leading provider of wet processing solutions for the materials processing industry. Our equipment has applications across a wide range of materials and is delivering significant efficiencies in construction, demolition and excavation waste recycling (CD&E), sand and aggregates, mining, industrial sands and environmental sectors. Working across five regions globally, CDE has been co-creating with customers for 30 years to deliver collaborative, imaginative and unique processing systems for over 2,000 successful projects.
We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy. And we help our customers maximise their natural resources in the most sustainable way possible – with greater efficiency and less waste than ever before.
Our people are genuinely empowered to lead and deliver highly strategic and innovative projects. Elevating our employees is vitally important to us and we do this on both a professional and personal level through providing opportunity and challenge to all and cultivating a culture that values employee wellbeing and fun. Our Platinum status in the world-recognised Deloitte Best Managed Companies Awards, achieved for thirteen consecutive years is testament to this approach.
Our global headquarters and manufacturing centre of excellence are in Northern Ireland, perfectly positioned to serve the UK and Ireland markets. The company also has teams based in USA, Australia and Europe.
Learn more about CDE www.cdegroup.com
About the role
Job Purpose
Reporting to the Director of CustomCare and working closely with the rest of the CustomCare team, the CustomCare Regional Manager will be responsible for managing the regional team and delivering the world leading aftercare support that CDE is known for, plus securing the regional revenue requirements.
Key Responsibilities
Manage CustomCare Operations in the region ensuring that relevant performance targets are met.
In conjunction with the regional reporting line, work in partnership with the central HQ team to uphold governance standards, and ensure consistent execution of time, cost and quality goals, plus champion H&S.
Provide key input into the stocking profile and capabilities of the regional warehousing operation.
In conjunction with CC Senior Management build and manage a regional CustomCare team to provide the level of support required for our customers.
Be a key member of the CC Senior team and provide input into planning and strategic decisions.
Provide key direction to CRM/E’s to optimise sales opportunities within region.
Act as the point of escalation for customers within the region, ensuring complaints or urgent requests for assistance are dealt with in a prompt and professional manner.
Responsible for the On-Boarding process of new customers/projects into the region.
Identification and engagement of suitable regional partners (sales and service agents) in key states/regions as appropriate.
Collaborate internally with CustomCare key stakeholders to ensure all customer requirements are met, such as parts, service and out of scope project solutions.
Provide customer feedback to internal colleagues and stakeholders. Feedback is to be open, honest and constructive with the aim of providing sufficient detail for driving improvement or for praise.
Naturally listens for and understands any Capital Sales opportunities and communicates these to the Business Development team.
Fully embrace the use of technology systems to ensure all requirements are actioned promptly. These will include SmartTech, Salesforce etc
What you will need
Required criteria
- Hold a degree in an engineering, financial or business discipline OR demonstration of significant comparable experience with the material handling/ wet processing industry.
- Extensive experience in high growth Business Development and Customer Service (After Sales) Management.
- Experience of driving change; including change management
- Superior ability to persuade and lead by example
- Proven track record of building and leading high performing teams.
- High degree of customer experience focus.
- Driving License
- Significant senior leadership experience with a demonstrable track record in the following areas: o Strong commercial acumen with focus on both developing the business and customer o Passion for innovation and automation: experience using technology to improve performance o Strength in problem solving, issue-resolution and numbers o Ability to think simultaneously about day-to-day requirements and medium and long term changes and strategies
Desired criteria
- Experience in the specific process of aggregate washing and water treatment.
- High degree of process knowledge in the materials handling industry and a strong network of contact and connections within the same.
Professional skills you’ll need for this job opportunity
Decision Making
Verbal and Written Skills
Teamworking
Building Relationships
CDE Group
WE ARE CDE. ENGINEERED FOR YOU We empower our customers to transform waste into valuable resources through innovative co-creation, laying the foundations for the circular economy. We help our customers maximise their natural resources in the most sustainable way possible – with greater efficiency and less waste than ever before. Our unparalleled speed and scale are down to our proximity to our customers and our deep understanding of their challenges. Our track record of proven solutions consistently meets our customers’ needs precisely, operating in challenging environments from the Arctic to the Equator. Wet processing is our sole focus –our experience and expertise is unmatched in this field. Every day, in everything we do, we strive to do it right. We want to be the best at what we do and deliver the maximum benefit for our customers. We pull together, as a team, in pursuit of this common cause. Our “Customer for Life” mentality fortifies each of our projects, with CDE engineers delivering continuous, limitless support.
We recognise that it is our people that have established CDE as market leader in developing solutions for the wet processing industry both within natural materials processing and waste recycling sectors. OUR PURPOSE IS TO CREATE OUR BEST WORLD, A TON AT A TIME. To do that, we must continue to build our global team by adding the most ambitious, driven and talented people. We will challenge you, elevate you and broaden your horizons. We will help you to be the best you can be both personally and professionally. We are renowned for our energy and can do attitude…. and at times seemingly delivering the impossible. We also know that all the will in the world won’t take us anywhere unless we work together. And we like to have fun together - life’s too short and we spend most of it at work. If we lose the power to laugh, we lose the power to think. We will continue to add the most dynamic, ambitious and talented individuals to the CDE team.