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Product Service Manager (Hybrid)

Last Updated Date:  Nov 27, 2022

Johnson Creek, WI, US, 53038, 530

Company:  Bobcat

Job Information

This position provides a communication link between the field (District Parts & Service Managers, Dealers, etc.) and internally with Product Management, Quality, Parts, Engineering, Manufacturing, Sourcing, and Product Liability teams for Bobcat Compact & Turf commercial channels. The focus of this position is providing voice of customer and voice of dealer on service facing items, new product launch support, product issue support, 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 Steiner tractors 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 Steiner tractors. 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

  • Focus on learning new technology and building relationships with suppliers will be required.
  • 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.
  • Develop training documentation to enhance the dealer channel’s understanding of product operation to increase customer satisfaction

Warranty Analysis & Processing

  • Analyze warranty trends and relay those findings to Quality and Engineering for product improvement.
  • Process warranty claims and hold the dealer network to developed standards to ensure recovery and supplier engagement on failures.

Dealer Troubleshooting Support

  • Assist dealers with technical questions related to Steiner products via direct phone support, email, and digital service cases.

Job Requirement

  • Education Required: Bachelor’s Degree in Engineering, Engineering Technology or similar 4-year technical degree. 
  • Experience Required: 5>7 years.
  • 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. 
  • Travel Required: 10-24%.


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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