Service Manager DACH

Job Information

Position Summary: Develop dealers’s service capabilities, providing technical support and ensuring customer satisfaction. Field based position, with high requirements on time and territory management to:

1. ensure the right level of proximity, 
2. delivering technical support to dealers, 
3. coaching dealers through training and programs such as DAR, BSEP and other action plans, 
4. driving strategic initiatives for customer retention and customer loyalty, such as Machine IQ telematics, Protection Plus and genuine parts penetration
5. administration which includes: manage dealers warranty accounts, training planning and Salesforce cases, field modifications follow up and goodwill governance

Role & Responsibility

Technical support:

• Provide dealers with technical support and solutions for product problems producing technical reports. Provide the network promptly with both field based and factory supported solutions to the product problems.
• Minimize machine downtime
• Report the technical issues in his area

KPIs:

• CallTrack SalesForce cases on-time closure rates
• Immobilization days

Dealers’ coaching and development:

• Evaluate dealer service capabilities and set up plans to improve their performance.
• Ensure execution of DAR, BSEP, D-Path and other relevant programs
• Ensure new dealers on-boarding and ramp up
• Ensure recovery plans for dealers with critical performances
• Build and maintain training matrix, to identify training needs that must be translated into training yearly bottom-up forecast. Ensure training plans execution

KPIs:

• DAR completion, score and action plans completion
• BSEP, DPath, etc. action plans completions
• Quarterly Review
• Training plan/seats occupancy
• New Dealers start up 
• Dealer visits report

Strategic initiatives (Customer satisfaction, retention and loyalty):

• Be the champion of Bobcare Maintenance Contracts, Protection Plus warranty extensions, Maintenance time and Cost calculations, Reduction of immobilization days, genuine parts penetration and Machine IQ telematics
• Monitor and report market and industry trends
• Assess organizational needs to ensure dealers are able to respond to Machine IQ opportunities, maximizing benefits and ensuring customer satisfaction 

KPIs:

• Maintenance contracts sales
• Warranty Extension%
• FMP% 
• Machine IQ warning and maintenance codes
   

Administration:

• Manage dealers warranty accounts, ensuring dealers are following Warranty Policy
• Ensure Field modifications are closed on time
• Document and justify goodwill requests and support SMR/goodwill process

KPIs:

• Warranty Acceptance Rate
• Field Modification on-time closure rate
• SMR claim cycle time

Job Requirement

Education & Qualification:  Mechanics - Bachelors Degree / Allow Equivalent

Knowledge & Skill (job-related):

• Technical Hands-on experience.
• Knowledge of industry standards and aftersales support.
• Good comprehension of dealer service operations.
• Language skills: TBD (depending on the region) & English.
• Field visits must happen at least 4 days per week and 3 weeks per month. 

Knowledge & Skill (general):

• Very good IT knowledge and computer skills.
• Good communication skills

Experience: >5 years in aftermarket related experience

Travel Standard: 60 - 70 %

Prerequisite Training Course (& level): Hydraulic course (high), Electrics course (high), General Mechanics course(high), Engine course (high), Product Service (high)