District Parts and Service Manager
5 days ago
The District Parts and Service Manager represents Doosan Bobcat at the dealership/customer level, maintaining good relations between Doosan Bobcat, our independent Dealer Channel, and end-users of our products. This role is responsible for developing dealer product support capabilities, efficiencies, and profitability, with a focus on customer retention and reoccurring business.
Key Responsibilities- District Management
- Develop a relationship with the Dealer organization, managing day-to-day interests, plans, and goals of the Company.
- Protect and manage the financial resources of the Company and our Dealers, communicating customer and dealer needs to the appropriate department within the Company.
- Develop annual district strategy and individual Dealer strategy.
- Drive district parts sales and stocking behavior to meet Annual Operating Plan (AOP) targets.
- Support all parts and service programs through active promotion at the Dealerships.
- Ensure Dealers have a clear understanding of the Company policies and procedures.
- Advise Dealer staff in proper service and maintenance of all Company products.
- Assist in initial capability evaluation of potential new dealerships.
- Assist new Dealers in setting up their parts/service departments.
- Assist in Dealer termination.
- Dealer Communication and Accountability
- Drive Dealer performance by holding quarterly Parts/Service performance reviews/Action Plan meetings.
- Form action plans and influence buy-in of Dealer Principals, Parts Managers, and Service Managers.
- Display assertive implementation of Action Plan items.
- Customer Service
- Responsible for direct communications with dissatisfied customers to resolve complaints.
- Timely and appropriate responses to customer complaints, including resolution and survey follow-up.
- Be available to assist in situations requiring technical support or feedback.
- Improve customer retention through effective prescriptions and management of goodwill support.
- Associate's Degree in technical or related field; extensive related experience in lieu of degree will be considered.
- 2-5 years of experience in the product support field, preferably with construction equipment or agricultural equipment.
- Technically astute, product knowledge preferred.
- Strong mechanical skills and equipment troubleshooting experience.
- Excellent interpersonal, communication (written and verbal), and listening skills.
- Effective negotiation skills.
- Strong business and financial acumen.
- Ability to make sound, timely decisions.
- Self-motivated with strong time management skills and priority focus, due to home-based office environment.
- MS Office Suite proficiency.
- Valid driver's license with clean Department of Motor Vehicle (DMV) driving record.
- Travel Required: 50 - 75%.
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