Service Troubleshooter Coordinator

Job Information

We are recruiting our Troubleshooting Coordinator within our Service department.

You will Provide Bobcat dealers assistance to enable them to repair Material Handling products in the most efficient manner in order to ensure high customer satisfaction.

Role & Responsibility

Dealer service support:
•  Provide Bobcat dealer assistance to enable them to repair Bobcat products in the most efficient manner, to ensure high customer satisfaction.
 

Escalation to Product Support:
•    Keep the Product Service Manager informed of incoming information relative to machine quality. Request support when needed. Communicate solutions when identified.
 
Database of solution development:
•    Build a database of known issues and corresponding solutions. Share it systematically with internal employees and with dealers when relevant.
 
Support to develop documentation:
•    Every time needed, helps Service Team (field, product support, warranty, product support, training) to develop documentation to make Doosan/Bobcat recognized as a top tier player.
•    Parts bulletins can be required to make dealers aware of changes or specific features of the parts, drafts may be requested for preparation.
 
Reporting:
•    Give the right visibility to the management on the customer satisfaction by reporting "Response Time" performance and importance of each question addressed by the dealers.
•    Pass over to parts team recurrent questions so that they may be able to answer in a faster time and increase their knowledge level.
 
Internal Service team communication:
•    Communicate with the Service Managers, Aftermarket Managers, Warranty Auditors, Technical Trainers and keep them updated and informed on current problem trends.
 
Warranty team support:
•    Assist the warranty group in evaluating failures and questionable claims.
 
Dealer communication:
•    Identify the needs to communicate solutions to dealers. Keep Product Support Managers, Publication Coordinators and Technical Trainers aware about the need to update or develop service letters, repair manual and training manuals.

Job Requirement

Your profile

• Technical academic background
• 2-5 years technical troubleshooting experience on hydraulics, hydrostatics, diesel engines, and electrical systems required.
• A broad range of product knowledge including product features and benefits, sales specifications, correct equipment operation, technical specifications and systems troubleshooting.
• Strong knowledge of service from a Dealer's perspective
• Client satisfaction driven
• Strong interpersonal skills both written and verbal.
• High Computer skills
• English mandatory.
• Another second language would be highly appreciated (French, German, Italian, Spanish, Polish, Russian, Dutch).