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Regional Product Support Manager

2 months ago

Milwaukee, Wisconsin, United States Develon Full time
Company Overview

Develon is on the lookout for a skilled District Product Support Manager to enhance our vibrant and expanding team.

About Us

Based in Suwanee, Georgia, Develon specializes in a range of high-quality machinery, including crawler excavators, mini excavators, wheel loaders, and more. With a robust network of over 160 dealer locations across North America, we pride ourselves on our commitment to service excellence, product reliability, and customer satisfaction. Our mission is to become a 'Global Leader in Infrastructure Solutions' by continuously innovating our products and services.

We celebrate our diverse workforce and uphold a culture of professionalism and integrity.

Key Responsibilities

The District Product Support Manager (DPSM) serves as the primary liaison between the company and our dealership network. This role is pivotal in fostering strong relationships with dealers and end-users, ensuring the delivery of exceptional parts and service. The DPSM is tasked with enhancing dealer capabilities and implementing best practices to optimize dealership operations and profitability. A significant focus of this role is on customer retention, which directly contributes to increased market share through repeat business.

Dealer Management Responsibilities

  • Conduct evaluations of dealerships through the Dealer Parts and Service Review (DSR) process.
  • Collaborate with District Sales Managers to assess potential new dealerships.
  • Support new dealers in establishing their parts and service departments.
  • Ensure dealers are well-informed about company policies and procedures.
  • Assist in the termination process of underperforming dealers.
  • Engage in regular discussions with existing dealerships to enhance performance and follow up on service reviews.
  • Guide dealer sales teams on the proper maintenance and service of all company products.
  • Evaluate dealer requests regarding commercial policy changes.
  • Drive district parts sales to achieve annual operating plan targets.
  • Promote all parts and service initiatives actively at dealerships.

Customer Service Responsibilities

  • Provide technical support and feedback as needed.
  • Manage direct communications with dissatisfied customers to resolve issues.
  • Encourage effective stocking and planning practices among dealers.

What We Offer

  • Competitive salary and benefits package
  • Health, dental, and vision insurance
  • Generous 401(k) matching program
  • Telehealth services at no cost
  • Optional supplemental programs
  • Opportunities for career and skill development
  • Contribute directly to the success of the organization

Qualifications

  • Technical degree (Associate's preferred)
  • 7-10 years of relevant experience
  • Willingness to travel up to 75%
  • Strong technical aptitude
  • Ability to make informed, timely decisions
  • Excellent communication and listening skills
  • Proficient negotiation abilities
  • Solid financial understanding
  • Self-driven and motivated
  • Strong interpersonal skills
  • Proficient in MS Office
  • Effective time management and organizational skills
  • 2-3 years in product support or 1-2 years as a DSM Trainee

Develon is an equal opportunity employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to any protected status.