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Territory Service Support Manager

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Last Updated Date: Apr 20, 2021

Location: Indianapolis, IN, US, 46202

Company: Doosan Corp

Location : Indianapolis

Job Information

Hungry for a fresh, new career? Look no further because one of the world’s most iconic brands can help you get there. We’re reinventing the construction equipment industry and we’re looking for motivated, strong performers to represent the company at the dealership/customer level. 
The Territory Support Manager role is responsible for maintaining strong relations between the company, Dealer Channel and the end users of our products. TSMs assist our dealers in their efforts to provide top quality parts and service levels and are responsible for developing our dealer product support capabilities. They also focus on dealer development with regards to best practices to improve dealership parts and service department efficiency and profitability. Much of what the TSM does is focused on customer retention, which translates to increased market share due to repeat sales.


The TSM will have a home office and will travel extensively to dealerships throughout Indiana and will also support several dealerships in parts of Ohio, Kentucky and Illinois.
 

Role & Responsibility

Dealer Management 

  • Responsible for capability and performance evaluation of the Dealership through the parts and service scorecards.
  • Form action plans and influence buy-in of Dealer Principals, Parts Managers and Service Managers.
  • Frequent discussions to improve and maintain levels of parts and service scorecard performance through score card management and action item follow-up. 
  • Advise dealer sales staff in proper service and maintenance of all company products.
  • Evaluate and act on requests from dealers regarding commercial policy adjustments.
  • Drive District parts sales and stocking behavior to meet Annual Operating Plan (AOP) targets.
  • Support parts and service programs through active promotion at the Dealerships.
  • Report problems and solutions to Product Service Manager for the product and/or Salesforce case.
  • Assist District Sales Managers in initial capability evaluation of potential new dealerships.
  • Assist new dealers in setting up their parts/service departments.
  • Assure dealers have a clear understanding of the Company Policies and Procedures.
  • Assist in Dealer onboarding and termination.

Customer Service

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

Job Requirement

  • Bachelor's Degree in Business, Management, Engineering preferred; Technical or Associate's Degree and/or extensive related experience will be considered.
  • 2-3 years of experience in the product support field; 5-7 years of construction equipment or agricultural dealership experience 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, and analytical skills.
  • 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%.

Doosan Bobcat North America will not sponsor applicants for work visas, nor provide any OPT, CPT or other immigration support, for this position.

 

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Doosan Bobcat, a leading global manufacturer of construction, agriculture and landscaping equipment, attachments and services, is committed to empowering people to accomplish more.

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 home to world-renowned brands. This includes: Bobcat® compact equipment; Doosan Portable Power products; BOB-CAT Mowers; Ryan and Steiner grounds care equipment; and Geith attachments.

At Doosan Bobcat, our success is powered by our people. Through our winning culture and one global team working together, we deliver the best products and service to our customers – and make the world a better place. Join our team today and start building your career with a worldwide leader.

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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Nearest Major Market: Indianapolis