District Service Manager (Compact Construction Equipment)

Memphis, TN
Join our team!
Jun 17, 2018
Job Type
Full Time
Build Your Future with Bobcat and Doosan! We want people with...BIG goals, BOLD dreams and an INNOVATIVE spirit!

Job Information

The District Service Manager (DSM) represents Bobcat Company at the dealership/customer level. They are responsible for maintaining good relations between Bobcat Company, our Dealer Channel and the end users of our products. DSM’s assist our dealers in their efforts to provide top quality service and are responsible for developing our dealer’s product support capabilities. They also focus on dealer development with regards to best practices to improve the dealership’s service department efficiencies and profitability. Much of what the DSM does is focused on customer retention, which translates to increased market share due to repeat sales. Location : Candidate should currently reside in the Region, such as the Memphis, TN area, in order to best serve assigned territory of Indiana, Tennessee, Arkansas, Northern Mississippi and Louisiana.

Role & Responsibility

Dealer Management
  • Responsible for evaluation of the Dealership through the annual completion of the Dealer Service Review and dealer commitment process. This is used to establish and monitor action plans that are agreed upon by the dealer principal to support continuous dealer improvement.
  • Assist Account Managers in initial capability evaluation of potential new dealerships.
  • Assist new dealers in setting up their parts/service departments to assure that the dealer has a clear understanding of Company Policies and Procedures.
  • Regarding existing dealerships; routine discussions which are aimed at improving and maintaining levels of performance, follow up on Dealer Service Review and dealer upgrade process. Action plans are established and implemented with input from Account Manager.
  • Organization of training classes to upgrade Dealer Service technicians in basic skills, new products and changes in system technologies. Development of dealers to have independent customer training capabilities covering old and new equipment. Advise dealer sales staff in proper service and maintenance of all Bobcat products.
  • Evaluate and act on requests from dealers regarding commercial policy adjustments which are outside of normal warranty guidelines.

Customer Service
  • Responsible for direct communications with dissatisfied customers to resolve complaints fairly and equitably.
  • Provide complaint resolution feedback and documentation to formally close any open complaints.
  • Maximize the team effort by being available to assist in any situation requiring technical support or feedback to make a fair and equitable decision involving dealerships and/or end-users.

Job Requirement

  • Bachelor's Degree in Engineering, Business, Management preferred; Technical/Associate degree and/or extensive related experience required
  • 3+ years of experience in the product support field
  • Strong mechanical skills and equipment troubleshooting experience
  • Excellent interpersonal and communication skills
  • Effective negotiation skills
  • Ability to make sound, timely decisions
  • Strong time management skills and priority focus
  • MS Office Suite proficiency
  • Travel required: 50 – 75%
  • Location: Candidate should currently reside in the Region, such as the Memphis, TN area, in order to best serve assigned territory of Indiana, Tennessee, Arkansas, Northern Mississippi and Louisiana

The world-renowned brands that make up Doosan Bobcat produce industry-leading compact and heavy construction equipment, attachments, air compressors, lighting systems, generators and articulated dump trucks. Doosan Bobcat is a part of the Doosan Group, which employs 43,000 people in 38 countries worldwide. With people at the core of who we are, we believe the growth of our people will lead to the continued growth and success of our world-class company. Our team of dedicated employees is the backbone that allows us to provide construction equipment solutions that help our customers build the world of tomorrow. Wherever you find us, you’ll hear the sounds of progress, see the results of our people and feel the rhythm of transformation in everything we do.

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 701-476-4263.

Nearest Major Market: Memphis