Job Description
Job Information Position Summary: Develop dealers's service capabilities, providing technical support and ensuring customer satisfaction. Field based position, with high requirements on time and territory management to:
- ensure the right level of proximity,
- delivering technical support to dealers,
- coaching dealers through training and programs such as DAR, BSEP and other action plans,
- driving strategic initiatives for customer retention and customer loyalty, such as Machine IQ telematics, Protection Plus and genuine parts penetration
- administration which includes: manage dealers warranty accounts, training planning and Salesforce cases, field modifications follow up and goodwill governance
Role & Responsibility Technical support: - Provide dealers with technical support and solutions for product problems producing technical reports. Provide the network promptly with both field based and factory supported solutions to the product problems.
- Minimize machine downtime
- Report the technical issues in his area
Dealers' coaching and development: - Evaluate dealer service capabilities and set up plans to improve their performance.
- Ensure execution of DAR, BSEP, D-Path and other relevant programs
- Ensure new dealers on-boarding and ramp up
- Ensure recovery plans for dealers with critical performances
- Build and maintain training matrix, to identify training needs that must be translated into training yearly bottom-up forecast. Ensure training plans execution
Strategic initiatives (Customer satisfaction, retention and loyalty): - Be the champion of Bobcare Maintenance Contracts, Protection Plus warranty extensions, Maintenance time and Cost calculations, Reduction of immobilization days, genuine parts penetration and Machine IQ telematics
- Monitor and report market and industry trends
- Assess organizational needs to ensure dealers are able to respond to Machine IQ opportunities, maximizing benefits and ensuring customer satisfaction
Administration: - Manage dealers warranty accounts, ensuring dealers are following Warranty Policy
- Ensure Field modifications are closed on time
- Document and justify goodwill requests and support SMR/goodwill process
Job Requirement Education & Qualification: Mechanics - Bachelors Degree / Allow Equivalent
Knowledge & Skill (job-related): - Technical Hands-on experience.
- Knowledge of industry standards and aftersales support.
- Good comprehension of dealer service operations.
- Language skills: TBD (depending on the region) & English.
- Field visits must happen at least 4 days per week and 3 weeks per month.
Knowledge & Skill (general): - Very good IT knowledge and computer skills.
- Good communication skills
Experience: >5 years in aftermarket related experience
Travel Standard: 60 - 70 %
Prerequisite Training Course (& level): Hydraulic course (high), Electrics course (high), General Mechanics course(high), Engine course (high), Product Service (high)
recblid knoyj6o2n70bcwezpbv54921m7n4uk
Doosan Bobcat North America
Job Tags