Experience Inc. Jobs

Service Manager Iberia

Last Updated Date: Aug 19, 2024

Location:

ES

Company: Doosan Bobcat EMEA

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:

• 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 penetration

• 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)