District Parts & Service Manager

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 assigned territory. This position is open to any location near a major airport in the posted areas.

Role & Responsibility

District Management

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

Dealer Communication and Accountability

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

Customer Service

• Be available to assist in situations requiring technical support or feedback.
• Timely and appropriate responses to customer complaints including resolution and survey follow-up.
• Responsible for direct communications with dissatisfied customers to resolve complaints.
• 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.
• Valid driver’s license with clean Department of Motor Vehicle (DMV) driving record.
• Self-motivated with strong time management skills and priority focus, due to home-based office environment.
• 2-7+ years of experience in the product support field, preferably with construction equipment or agricultural equipment.
• Excellent interpersonal, communication (written and verbal) and listening skills.
• MS Office Suite proficiency.
• Strong business and financial acumen.
• Strong mechanical skills and equipment troubleshooting experience.
• Effective negotiation skills.
• Technically astute, product knowledge preferred.
• Travel Required: 50 - 75%.
• Ability to make sound, timely decisions.