District Parts & Service Manager (Level DOE)

Job Information

The District Parts & Service Manager (DPSM) represents Bobcat Company at the dealership/customer level. They are responsible for maintaining good relations between Bobcat Company, our independent Dealer Channel and the end users of our products. DPSM’s assist our dealers in their efforts to provide top quality parts and service levels and are responsible for developing their dealer product support capabilities, efficiencies and profitability. Much of what the DPSM does is focused on customer retention, which translates to reoccurring business.  

The DPSM will work from home and travel extensively to dealerships throughout the assigned territory. This position is open to any location near a major airport in the Indianapolis and surrounding area. 

Role & Responsibility

District Management 

• Develop a relationship with the Dealer organization. Manage day-to-day interest, plans and goals of the Company
• Protect and manage the financial resources of the Company and our Dealers. Communicate the needs of the customers and dealers to the appropriate department within the Company
• Develop annual district strategy and individual Dealer strategy
• Drive district parts sales and stocking behavior to meet Annual Operating Plan (AOP) targets
• Support all parts and service programs through active promotion at the Dealerships
• Ensure Dealers have a clear understanding of the Company policies and procedures
• Advise Dealer staff in proper service and maintenance of all Company products
• Assist in initial capability evaluation of potential new dealerships
• Assist new Dealers in setting up their parts/service departments
• Assist in Dealer termination

Dealer Communication and Accountability

• Drive Dealer performance by holding quarterly Parts/Service performance reviews/Action Plan meetings
• Form action plans and influence buy-in of Dealer Principals, Parts Managers and Service Managers
• Display assertive implementation of Action Plan items

Customer Service

• Responsible for direct communications with dissatisfied customers to resolve complaints
• Timely and appropriate responses to customer complaints including resolution and survey follow-up
• Be available to assist in situations requiring technical support or feedback
• Improve customer retention through effective prescriptions and management of goodwill support

Job Requirement

• Associate's Degree in technical or related field. Extensive related experience in lieu of degree will be considered. Bachelor’s Degree is preferred
• 2-5 years of experience in the product support field, preferably with construction equipment or agricultural equipment
• Technically astute, product knowledge preferred
• Strong mechanical skills and equipment troubleshooting experience
• Excellent interpersonal, communication (written and verbal) and listening skills
• Effective negotiation skills
• Strong business and financial acumen
• Ability to make sound, timely decisions
• Self-motivated with strong time management skills and priority focus, due to home-based office environment
• MS Office Suite proficiency
• Valid driver’s license with clean Department of Motor Vehicle (DMV) driving record
• Travel Required: 50 - 75%
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