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Territory Parts & Service Manager - Construction Equipment

Last Updated Date: Feb 22, 2019

Location: Richmond, Fredricksburg, Charl, VA, US, 23220, 224

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Build Your Future with Bobcat and Doosan! We want people with...BIG goals, BOLD dreams and an INNOVATIVE spirit!

Job Information

The Territory Support Manager (TSM) represents Bobcat Company at the dealership/customer level. They are responsible for maintaining good relations between Bobcat Company, Dealer Channel and the end users of our products. TSM’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. They also focus on dealer development with regards to best practices to improve dealership service and parts 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.  

Location: Candidate should currently reside in, or be willing to relocate to, Richmond, Fredericksburg or Charlottesville, Virginia in order to best support the assigned territory of Virginia, Maryland, Delaware, and parts of North Carolina.

Role & Responsibility

Customer Service

  • Responsible for direct communications with dissatisfied customers to resolve complaints fairly and equitably to achieve company goal of 100% customer satisfaction.
  • Provide complaint resolution feedback and documentation to the Customer Services Supervisor to formally close any open complaints with in the customer complaint tracking system.
  • Maximize the team effort by being available to assist in any situation requiring technical support or feedback to make a fair and equitable decision involving dealerships and/or end-users.

Aftermarket Support

  • Provide effective parts order planning and communication to better position dealer for aftermarket success.
  • Promote and market aftermarket sales promotions and programs throughout assigned district.
  • Organization of seminars/webinars/classes to upgrade dealer personnel in basic skills, new products, changes in system technologies, and best practices. 
  • Development of dealers to have independent customer training capabilities covering old and new equipment.
  • Advise dealer sales staff in proper service and maintenance of all Bobcat products.
  • Evaluate and act on requests from dealers regarding commercial policy adjustments which are outside of normal policy guidelines.
  • Drive dealer parts loyalty and District parts sales to meet Annual Operating Plan targets.
  • Manage and resolve dealer parts fulfillment issues.

Dealer Management

  • Responsible for driving Dealership Service Department performance utilizing the Dealer Service Scorecard (DSSC).
  • Measure dealer performance on a yearly basis through Dealer Aftermarket Review process.
  • Assist Account Managers in initial capability evaluation of potential new dealerships.
  • Assist new dealers in setting up their parts/service departments to assure that the dealer has a clear understanding of Company Policies and Procedures.
  • Conduct routine discussions which are aimed at improving and maintaining levels of performance, to include; follow up on Dealer Service Scorecard results, Dealer Parts Dashboard results, Parts and Service Contract Commitments.
  • Working closely with District Account Manager to establish and implement Parts and Service action plans for Dealer Contract Commitments.

Job Requirement

  • Bachelor's Degree in Engineering, Business, Management preferred; Technical/Associate's Degree and/or extensive related experience required.
  • 3 - 5 years of construction 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 financial acumen and analytical skills.
  • Ability to make sound, timely decisions.
  • Self-motivated with strong time management skills and priority focus.
  • MS Office Suite proficiency.
  • Travel Required: 50 - 75%.
  • Location: Candidate should currently reside in, or be willing to relocate to, Richmond, Fredericksburg or Charlottesville, Virginia in order to best support the assigned territory of Virginia, Maryland, Delaware, and parts of North Carolina.

The world-renowned brands that make up Doosan Bobcat produce industry-leading compact and heavy construction equipment, attachments, air compressors, lighting systems, generators and articulated dump trucks. Doosan Bobcat is a part of the Doosan Group, which employs 43,000 people in 38 countries worldwide. With people at the core of who we are, we believe the growth of our people will lead to the continued growth and success of our world-class company. Our team of dedicated employees is the backbone that allows us to provide construction equipment solutions that help our customers build the world of tomorrow. Wherever you find us, you’ll hear the sounds of progress, see the results of our people and feel the rhythm of transformation in everything we do.

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 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.

Beware of Fraudulent Job Offers and Solicitations

We recently learned that unauthorized individuals and/or groups are communicating false offers of employment with Bobcat Co. (“Bobcat”) via email.    The communications include the Bobcat logo and may appear legitimate.   However, they are fraudulent and are not sent from anyone affiliated with Bobcat.

Please note that Bobcat, Doosan Bobcat North America, and Doosan Portable Power DO NOT charge a fee, request payment, or request personal banking information at any point in the recruitment process.  We DO NOT send unsolicited emails requesting personal data from potential employees.  If you receive a job offer that appears fraudulent, please notify our talent acquisition team and consider contacting your local law enforcement office.

Any legitimate job offer from Bobcat, Doosan Bobcat North America, or Doosan Portable Power will be preceded by an official selection process.

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