Product Support Manager

Last Updated Date: Apr 25, 2024

Location:

Bismarck, West Fargo, ND, US, 58504

Company: Doosan Bobcat NA US

Job Information

As a Key Account Product Support Manager, you are responsible for the National Account and Key Account Service and Parts business for Bobcat Compact— including aftermarket strategy, planning and execution, point of contact for trouble shooting, warranty support/policy related issues, parts support and sales, technician training and development, labor rate assessment and approval for the top national accounts.

In addition, you are responsible for proactively calling on national accounts, corporate contacts, and establishing face to face relationships and remediating any issues that may arise between the Bobcat distribution channel and our key accounts by working with the assigned AM or DPSM.

Role & Responsibility

Key Account Corporate and Regional Development:

• Responsible for evaluation of the key account capabilities for performance of specified warranty procedures via the following: trained personnel, general shop tools, general shop facilities & premises, Bobcat special tools, and field modification completion

• Corporate contact at Bobcat for strategic accounts on parts pricing, availability, order fulfillment, order status, and aftermarket lead times for key accounts

• Develop sales strategy designed to penetrate existing and new accounts (pricing, marketing, programs, etc.)

• Visiting key account customers with dealer sales or service personnel for follow up of product development, improvement and problem resolution

• Maintain periodic communication between sales, service, parts, and customers through routine visits to key account regional and corporate offices

Customer Requirement:

• Support growth and improvements in our business to improve speed and efficiencies with our workflows to customers

Process Improvements:

• Work directly with the key account systems (SmartEquip, Portal, etc.) to log enhancements

NA Warranty:

• Approve/deny questionable failures outside of normal warranty period

• Review key account claims for warrantability of parts used or labor claimed

• Meet with key account service representatives (regional/corporate) regarding out of warranty situations and make equitable settlements as necessary

• Monitor and analyze any authorized key account installation of field modifications and the completion rate of those modifications

Job Requirement

• Education Required: Bachelor's Degree in Business Administration, or equivalent allowed

• Experience Required: 5>7 years

• Travel Required: 10-24%

• Green Belt Certificate preferred

• Previous parts and service customer service skills a plus

• Strong negotiation skills

• Ability to make sound, timely decisions

• Self-motivated and ability to work independently

• Good time management and organization skills

• MS Office Suite proficiency

• Strong communication skills, written and oral

• #GD

As a part of the Doosan Group, which employs more than 43,000 people in 38 countries worldwide, the company offers its customers products and solutions to help build stronger businesses and communities. Based in Seoul, South Korea, with its North America headquarters in West Fargo, North Dakota, Doosan Bobcat is a leading global manufacturer of construction, agriculture, landscaping and grounds maintenance equipment, attachments and services. The company is committed to empowering people to accomplish more.

Doosan Bobcat North America is home to world-renowned brands, including Bobcat® compact equipment, Doosan® portable power products, Ryan® and Steiner® grounds maintenance equipment and Geith® attachments. Doosan Bobcat North America is a tradename of Clark Equipment Company.

Doosan is committed fostering an inclusive and a diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. If you have a disability or special need that requires accommodation, please contact us at 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

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