Troubleshooter

Location
Gwinner, ND
Salary
Join our team!
Posted
Sep 08, 2020
Ref
674099500
Industry
General
Role
Other
Job Type
Long-Term
Hours
Full Time
Job Information

Provide technical assistance to dealer personnel to properly diagnose and identify any needed repairs for products under repair at the dealer. Provide the daily feedback on current or new developments in the field to aid in quick resolution of emerging field problems. Stay up to date on new product offerings and assist in requesting and setting up training for knowledge gap areas. Create and maintain library of troubleshooting best practices known as Knowledge Based Articles.

Role & Responsibility

Technical Assistance
  • Give Doosan Bobcat dealer written and verbal assistance to help them to repair Bobcat/Doosan products in the most efficient manner, to ensure high customer satisfaction.
  • Keep the Product Service Manager and Service Specialist informed of incoming information relative to machine quality and emerging issues.
  • Create flow chart and electronic diagnostic troubleshooting trees to enable the dealer to fix equipment without further support.
  • Engage Subject Matter Experts (SME’s) from other departments as needed to help solve field problems.
  • Review manuals, instructions and technical information for accuracy; request updates as needed.
  • Assist the Warranty group in evaluating failures and questionable claims.
  • Recommend products that require more training. Help set up the training for internal Service Staff.

Technical Assistance - Aftermarket
  • Give Doosan Bobcat dealer written and verbal assistance to help them resolve parts discrepancies in the most efficient manner, to ensure high customer satisfaction.
  • Keep the technical service team informed of incoming information relative to parts quality and emerging issues.
  • Review manuals, instructions and technical information for accuracy; request updates as needed.
  • Communicate with suppliers while researching field problems.
  • Assist in setting up training for Parts team.
  • Keep abreast of all current model changes, and new models and attachments to provide assistance and training to team.
  • Understand Engineering prints and verify product accuracy from the supplier or at the dealership.

Communication and Follow-Up
  • Communicate with Engineering and Manufacturing, keeping them updated and informed on current problem trends.
  • Communicate with internal staff and the Territory Support team and keep them updated and informed on current problem trends.
  • Ensure, through communication and follow-up, that Doosan Bobcat maintains its leadership position in the market.
  • Product Service: Review and update Knowledge Articles; publish best practices to dealers and internal staff for troubleshooting common problems.
  • Aftermarket: Review and update Knowledge Articles. Cross functional communication (Materials, Engineering, Sourcing & Field Staff) to support the dealer channel.

Product Familiarity
  • Recreate problems found in the field on products to help improve our tools and solutions provided to dealers.
  • Assist in new product audits to keep up with changes in product offerings.
  • Conduct random production audits as needed.

Travel/Voice of Customer (Product Service)
  • Travel as needed to understand the Voice of Customer for the troubleshooter role.
  • As needed, present troubleshooting best practices to dealer body as part of dealer visit or service manager seminar.


Job Requirement

  • Minimum of 2 years’ experience.
  • Mechanical, hydraulic, and electrical systems knowledge.
  • Experience with reading schematics.
  • Knowledge of Doosan Bobcat products.
  • Effective communication and interpersonal skills.
  • Strong time management and prioritization skills.
  • MS Office experience.
  • Travel:

Doosan Bobcat North America will not sponsor applicants for work visas, nor provide any OPT, CPT or other immigration support, for this position.

Doosan Bobcat, a leading global manufacturer of construction, agriculture and landscaping equipment, attachments and services, is committed to empowering people to accomplish more.

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 home to world-renowned brands. This includes: Bobcat® compact equipment; Doosan Portable Power products; BOB-CAT Mowers; Ryan and Steiner grounds care equipment; and Geith attachments.

At Doosan Bobcat, our success is powered by our people. Through our winning culture and one global team working together, we deliver the best products and service to our customers – and make the world a better place. Join our team today and start building your career with a worldwide leader.

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.

Nearest Major Market: North Dakota

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