Key Account Product Support Manager in West Fargo, ND at Doosan Bobcat

Date Posted: 1/5/2020

Job Snapshot

Job Description

Job Information

The Key Account Product Support Manager is responsible for the National Account and Key Account Service and Parts business for Bobcat Company’s compact construction equipment. Responsibilities will include aftermarket strategy, planning and execution, point of contact for troubleshooting, warranty support/policy related issues, parts support and sales, technician training and development, labor rate assessment and approval for the top tier national accounts. This position will proactively call on National Account corporate contacts and establish face-to-face relationships.  They will remediate any issues that may arise between the Bobcat distribution channel and the Key Accounts by working with the assigned Accounts Manager or Territory Support Manager. 

Role & Responsibility

Key Account Corporate & Regional Development

  • Evaluate the Key Account capabilities for performance of specified warranty procedures including trained personnel, general shop tools, shop facilities and premises, Bobcat special tools, and field modification completion.
  • Serve as Bobcat’s corporate contact for strategic accounts on parts pricing, availability, order fulfillment, order status, and aftermarket lead times for Key Accounts.
  • Develop sales strategy designed to penetrate existing and new accounts (pricing, marketing, programs, etc.).
  • Visit Key Account customers with dealer Sales or Service personnel for follow-up of product development, improvement and problem resolution.
  • Maintain regular periodic communication between Sales/Service/Parts/Customers through routine visits to Key Account regional and corporate offices.

Customer Requirement

  • Support growth and improvements in our business to improve speed and efficiencies with our workflows to customers. 
  • Direct communication with dissatisfied Key Account customers to resolve complaints.
  • Be available to assist in situations requiring technical support, direction or feedback.

Process Improvements

  • Work directly with the Key Account systems (SmartEquip, Bobcat Direct Portal, etc.) to log enhancements.

North American Warranty

  • Approve/deny questionable failures outside of normal warranty period. Review Key Account claims for warrantability of parts used or labor claimed.
  • Meet with Key Account service representatives (regional and corporate) regarding out of warranty situations make equitable settlements as necessary.
  • Monitor and analyze any authorized Key Account installation of field modifications and the completion rate of those modifications.
  • Assure Key Accounts have a clear understanding of Bobcat policies and procedures.
Job Requirement
  • Bachelor's Degree in Business, Management or related major. 
  • Lean Six Sigma Green Belt certification preferred.
  • 5+ years of business experience; parts and service customer service experience a plus.
  • 2+ years of experience in the product support field; construction equipment background preferred.
  • Mechanical skillset or technical aptitude.
  • Effective negotiation skills.
  • Excellent interpersonal, communication (written and verbal) and listening skills. 
  • Collaborative and positive mindset, with ability to work across geographical, functional and cultural boundaries.
  • Strong business and 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: 25% - 50%.  

#gd

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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