Key Account Product Support Manager

Job Information

Join Our Team of Groundbreakers & Be Part of Creating the Future

At Bobcat, we're not just a company; we're a force for innovation, and our diverse team of groundbreakers is at the heart of our success. With a legacy of excellence and a commitment to empowering people to accomplish more, we're seeking passionate individuals who want to be part of our mission. 

Our company culture thrives on collaboration and creativity. We're a tight-knit, collaborative team that believes in turning dreams into reality. We've built a workplace that fosters personal and professional growth and offers competitive benefits to support your life outside of your career. If you’re looking for an opportunity to make an impact at the forefront of the industry, we have a place for you! 

The Key Account Product Support Manager is responsible for the National Account and Key Account Service and Parts business for Bobcat Compact— including aftermarket strategy, planning and execution, point of contact for trouble shooting, warranty support/policy related issues, parts support and sales, technician training and development, labor rate assessment and approval for the top national accounts. They are responsible for proactively calling on national accounts, corporate contacts, and establishing face to face relationships and remediating any issues that may arise between the Bobcat distribution channel and out key accounts by working with the assigned AM or TSM. 

Role & Responsibility

Key Account Corporate and Regional Development:

• Responsible for evaluation of the key account capabilities for performance of specified warranty procedures via the following: trained personnel, general shop tools, general shop facilities & premises, Bobcat special tools, and field modification completion
• Corporate contact at Bobcat for strategic accounts on parts pricing, availability, order fulfillment, order status, and aftermarket lead times for key accounts
• Develop sales strategy designed to penetrate existing and new accounts (pricing, marketing, programs, etc.)
• Visit key account customers with dealer sales or service personnel for follow up of product development, improvement and problem resolution
• Maintain periodic communication between sales, service, parts, and customers through routine visits to key account regional and corporate offices

Customer Requirement:

• Support growth and improvements in our business to improve speed and efficiencies with our workflows to customers

Process Improvements:

• Work directly with the key account systems (SmartEquip, Portal, etc.) to log enhancements

NA Warranty:

• Approve/deny questionable failures outside of normal warranty period
• Review key account claims for warrantability of parts used or labor claimed
• Meet with key account service representatives (regional/corporate) regarding out of warranty situations and make equitable settlements as necessary
• Monitor and analyze any authorized key account installation of field modifications and the completion rate of those modifications

Job Requirement

• Education Required: Bachelor's Degree in Business Administration or related field
• Experience Required: 5>7 years
• Travel Required: 10-24%
• Green Belt Certificate preferred
• Previous parts and service customer service skills a plus
• Strong negotiation skills
• Ability to make sound, timely decisions
• Self-motivated and ability to work independently
• Good time management and organization skills
• MS Office Suite proficiency
• Good communication skills, written and oral
• #GD