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Product Service Manager

Last Updated Date:  Sep 22, 2022
Location: 

Bismarck | West Fargo | Gwinne, ND, US, 58078, 585

Company:  Bobcat

Job Information

The Product Service Manager provides a communication link between the field (Territory Support Manager, Dealers, etc.) and internally with Product Management, Quality, Parts, Engineering, Manufacturing, Sourcing, and Product Liability teams.  The focus of this position is on product issues, emerging issue discovery, prioritization, resolution and continuous improvement.   External relationships are built with the company's dealerships and customers for the purpose of information, fact gathering and sharing.

Role & Responsibility

Communication of Product Concerns

  • Lead the effort in identifying and prioritizing product issues and assist in solving these issues to improve quality and reliability of the assigned product line with the goal of achieving total customer satisfaction.
  • Proactively communicate product information in a clear, concise, consistent format to keep the company's field staff and the company's dealer service, sales, and parts personnel informed and up-to-date.
  • Make recommendations regarding field modifications related to product line responsibility. Assist in generating appropriate justification, internal documentation, and communication to our dealers, the company field staff, and the end users.
  • Provide up-to-date product quality and performance status to Manufacturing, Product Management, Quality and Engineering based on customer, dealer and warranty data.

New Product Development

  • Hold an active role in new product development through support, communication, and voicing the needs of our customers and dealers relative to current product quality, reliability and serviceability.

Product Update Training

  • Conduct or supervise product update training regarding product improvements and new product introductions. These are held on dealer level as well as internal to the company's field staff on a worldwide basis

Job Requirement

  • Education Required: Bachelor’s Degree in Engineering
  • Experience Required: 5>7 years
  • Travel Required: 10-24%
  • Minimum of two years of hands-on equipment operation experience with construction or agricultural type equipment
  • Technical product knowledge and aptitude
  • Effective cross-functional teamwork skills
  • Excellent communication and interpersonal skills
  • Strong time management skills and priority focus
  • MS Office Suite proficiency

Others

The person in this position interacts with many of the other departments within the company by providing information and working on resolution of problems for improvements in safety, quality and reliability of the product. Information gathering requires close communication.  It will be necessary to travel with Field Staff and visit dealerships to gather voice of customer information from dealers and customers. The improvements in quality reduce warranty expense and improve sales all helping improve the profitability of the company. Travel requirements vary, but typically will travel monthly and travel to dealerships 6 to 8 times per year. 

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 a leading global manufacturer of construction, agriculture, landscaping and grounds maintenance equipment, attachments and services. The company is committed to empowering people to accomplish more. 

Doosan Bobcat North America is home to world-renowned brands, including Bobcat® compact equipment, Doosan® portable power products, Ryan® and Steiner® grounds maintenance equipment and Geith® attachments. Doosan Bobcat North America is a tradename of Clark Equipment Company.

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.

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