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Territory Support Manager



Job Information

As a Territory Support Manager, you will represent the company at the dealership/customer level. You will be responsible for maintaining good relations between the company, Dealer Channel and the end users of our products. You will assist our dealers in their efforts to provide top quality parts and service levels and are responsible for developing our dealer product support capabilities. In addition, you will focus on dealer development with regards to best practices to improve dealership parts and service department efficiency and profitability. Your role as a Territory Support Manager will focus on customer retention, which translates to increased market share due to repeat sales.



Role & Responsibility

Dealer Management 

  • Responsible for evaluation of the Dealership through completion of the Dealer Parts and Service Review (DSR) processes
  • Assist Account Managers in initial capability evaluation of potential new dealerships
  • Assist new dealers in setting up their parts/service departments
  • Assure dealers have a clear understanding of the company policies and procedures
  • Assist in Dealer termination
  • Regarding existing dealerships; routine discussions to improve and maintain levels of performance, follow up on Dealer Service and Parts Review and dealer upgrade process
  • Advise dealer sales staff in proper service and maintenance of all company products
  • Evaluate and act on requests from dealers regarding commercial policy adjustments
  • Drive District parts sales to meet AOP targets
  • Support all parts and service programs through active promotion at the dealerships

Customer Service

  • Responsible for direct communications with dissatisfied customers to resolve complaints
  • Be available to assist in situations requiring technical support or feedback. Drive stocking and planning behaviors of Dealers


Job Requirement

  • Technical - Associates Degree
  • Experience 5>7 years
  • Travel Standard > 50%
  • Technically astute
  • Make sound, timely decisions
  • Good communicator, good listener
  • Strong negotiation skills
  • Strong financial acumen
  • Self- motivated
  • Good interpersonal skills
  • Proficient with MS Office
  • Good time management skills, organized
  • 2 to 3 years in the product support field or 1 to 2 years as a DSM Trainee
  • Valid driver’s license with clean Department of Motor Vehicle driving record
  • #CB
  • #ZRCO
  • #GD


Others

Technical Expertise

  • When called upon to assist dealers with a technical problem the TSM must use their technical expertise and experience to help troubleshoot the problem. In the case of a new or previously unseen problem his technical skill and logic will be used to pinpoint the root cause of the problem. They will then report the problem / solution to the product service manager for that product and/or enter a case/issue in Call Trac. Our onboard electronics, sophisticated load-sensing, and drive-by-wire systems that are now the heart of our products are complex and constantly changing. This presents a challenge to stay abreast of the latest changes and the TSM is relied upon to be the resident expert in the eyes of our dealerships.
  • When doing Dealer Parts and Service Reviews, it is the TSM's responsibility to evaluate dealer service capability and performance. They then form action plans and presents requirements to the dealer principle, parts, and service managers. Execution of action plans often requires a moderate to large investment on the part of the dealership. The TSM must show how that investment will pay dividends in the form of efficiency, productivity or improved customer service.
  • Timely and appropriate responses to customer complaints are important to maintain customer satisfaction and loyalty. Resolving customer complaints and survey follow-up is a time consuming duty that requires very good communication and listening skills as well as patience and interpersonal skills.

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 to 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. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-241-8700. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

Beware of Fraudulent Job Offers and Solicitations

Any legitimate job offer will be preceded by an official selection process.

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