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Product Service Manager-Heavy Equipment in Suwanee, GA at Doosan Bobcat

Date Posted: 2/19/2019

Job Snapshot

  • Employee Type:
  • Location:
    Suwanee, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job Information

The Product Service Manager will provide a communication link between the Heavy Equipment field (District Service Managers, Dealers, etc.) and internally with Product Management, Quality, Parts, Engineering, Manufacturing, Sourcing, and Product Liability teams.  The focus of this position will be on Heavy Equipment product issues, emerging issue discovery, prioritization, resolution and continuous improvement.  External relationships are built with the company's dealerships and customers for information/fact gathering and sharing.

Role & Responsibility

Dealer/Customer Machine Uptime

  • Monitor and work all Call Trac cases from the dealers.
  • Develop knowledge material to support instruction on high volume issues in Salesforce
  • Monitor Field Modification (FM) and Service information that are released from Korea.
  • Ensure that FMs are released in a timely manner with accurate instructions for Dealer use.
  • Support the Field Staff (District Product Support Managers) with Dealer and Customers.
  • Ensure that critical field service issues are related accurately and quickly to Korea. May involve going into the field to collect data for engineering.

New Product Development

  • 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.

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 the assigned product line 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 product line responsibility.
  • 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.  

Job Requirement

  • Heavy Equipment hands-on operation experience
  • Technical product knowledge and aptitude
  • Effective cross-functional teamwork skills
  • Excellent communication and interpersonal skills
  • Strong time management skills and priority focus
  • Strong customer relations skills and relationship building
  • MS Office Suite proficiency
  • Education:  Bachelor's Degree preferred
  • Experience:  7 - 10 years of ADT product support experience preferred 
  • Travel: 10 - 24%

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 678-714-6905.  The Company’s Georgia hiring location is Suwanee.


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