Regional Customer Support Manager

We take pride in our culture and strive to make Bobcat - GDN a place where people want to work, achieve excellence, remain curious and humble, and build lifelong relationships.

Regional Customer Support Manager

The Regional Customer Support Manager has primary responsibility for the daily operation and activities of the Parts and Service Departments of the branches within their assigned regions. This includes parts and service sales support, customer assistance, technical support and profitability and performance of the parts and service departments while maintaining a cross functional relationship with the Regional General Managers, Branch Managers, and Parts and Service Managers for your assigned regions/branches. The Customer Support Manager shall take a leadership role in the operation of the parts and service departments, their daily activities, and their personnel.

Major Areas Of Responsibility

• Provide primary leadership in all areas of parts and service within the assigned regions.
• Provide leadership by setting the expectations and establishing standards of performance for all employees within the parts and service departments that are consistent with the Company’s metrics and core values.
• Guide the parts and service staff in their daily routine to ensure maximum performance and effectiveness.
• Work with subordinates and seniors to develop and implement a strategic plan for parts and service consistent with the company’s strategic goals.
• Ensure that Bobcat performance metrics and annual business plans are achieved.
• Develop and maintain close professional relationships with the Company’s primary suppliers.
• Guide the management of parts inventory to meet performance metrics including inventory turns, stock order ratio, parts aging, and availability.
• Assist the Region, Branch and Service Managers with technical service issues and customer concerns.
• Directly responsible for warranty performance and recovery for assigned branches.
• Assist the Region, Branch and Service Managers to implement the technician evolution plan within the branches and service departments.
• Supervise and assist in managing the daily activity of the parts and service departments to develop the most efficient processes possible.
• Communicate with stakeholders and managers to ensure understanding of current parts and service issues and needs.
• Work with the Region and Branch parts and service departments to achieve superior performance as measured by OEM scorecards and reviews.
• Recruit, coach, train, and motivate employees of the Company in order to achieve business objectives.
• Develop and maintain strong relationships with Gateway Dealer Network Management and Bobcat, Doosan, and other OEM Account Managers as well as neighboring Companies’ management.
• All other duties and responsibilities as assigned by the Regional General Manager, Gateway Dealer Network.
  
  

We are always on the lookout for people who bring fresh perspective and life experiences to our team.