District Parts and Service Manager

5 days ago


Indianapolis Rd Indiana USA, United States Doosan Full time
Job Summary

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.
    Requirements
    • 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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