Service Manager DACH

We\’ve been engineering powerful machines and transforming how the world works for more than 60 years. 16 countries, 32 nationalities, almost 3,000 employees, 175 dealers in EMEA, and a top-notch Innovation Centre. That\’s us. Doosan Bobcat EMEA.Our heritage of innovative solutions and technological advancements, powered by our passionate people, place us as an industry leader. Our people are talented, smart and driven and work collaboratively to revolutionize how things get done. With us, you will be supported to be at your best and find career opportunities that will challenge, inspire, and reward you.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:Ensure the right level of proximity, Delivering technical support to dealers, Coaching dealers through training and programs such as DAR, BSEP and other action plans, Driving strategic initiatives for customer retention and customer loyalty, such as Machine IQ telematics, Protection Plus and genuine parts penetrationAdministration which includes: manage dealers warranty accounts, training planning and Salesforce cases, field modifications follow up and goodwill governanceRole & ResponsibilityTechnical 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.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.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.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.Job RequirementEducation & Qualification: Mechanics – Bachelors Degree / Allow EquivalentKnowledge & 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 skillsExperience: +5 years in aftermarket related experience