SERVICE MANAGER

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.We are seeking a dynamic and technical Service Manager in Spain or Portugal to elevate the Aftermarket Customer Experience. This role is essential in guiding dealers through repair and maintenance optimization, ensuring an engaging and effective customer journey. The Service Manager will launch initiatives to enhance customer satisfaction and dealership profitability, leveraging cutting-edge methodologies and tools.Responsibilities:He/She executes activities that enhance customer experience and profitability at the dealership level, run customer experience methodology to drive dealers to improve customer satisfaction and process efficiency, drive strategic initiative, and incentivizes genuine parts penetration.Investigate the customer behavior, key interaction points and patterns, customer issues and pain points, and provide an omnichannel view of the customer journey to dealers.Identify cross-channel obstacles, prioritize improvements, uncover journey bottlenecks, reduce customer efforts and find areas to improveLeverage digital media and customer experience and engagement tools to drive after-sales sales online and offlineManage customer feedback and measure the customer experience at dealers, leveraging methods like CSI or other consumer satisfaction metricsSeek for and help to implement best practices to achieve maximum customer satisfaction, service efficiency and dealer profitabilityMake sure the execution and application of the service process meet good quality standards and comply with principal audit requirements (Dealer Aftermarket Review - DAR)Identify Dealer technical needs by building and maintaining close contacts with the dealer’s technical staff, initiating the necessary steps internally and ensuring training matrix (and its follow-up) for dealer Service Technician are made and followed throughSupport the transition of technical support documents and knowledge onto digital platformsResponsible for developing, documenting and implementing changes based on gap analysis and CSI results and applying change control proceduresProactively identify potential problems or opportunities in the execution of action plans by effectively utilizing project management tools and information technology systemsBring unmet customer needs and feedback back into the organization and communicate on time within the region. Resolve warranty disputes and justify goodwill requests and support SMR/goodwill processPromote continuous improvement and identify and report market and industry trends (e.g., AR/VR, and remote interactions etc.)Requirements:Degree in a technical field or customer service-related discipline.Proven experience in technical services, industry standards, and after-sales support.Previous experience with Dealers ManagementAbility to travel 50% of the time.Demonstrated ability to manage customer service interactions and resolve complaints effectively.Strong commercial and business acumen with an understanding of financial concepts related to sales and cost to serve.Experience with customer experience management approaches and methodologies.Familiarity with Content Experience Platforms (CEP), such as Uberflip or Adobe Experience Platform.Experience in working with and managing cross-functional teams.Why work for Doosan BobcatInternational working teams (colleagues from 32 different countries)Dynamic, inspirational, and innovative working environmentAn opportunity to be a part of a global market leaderPossibility for further personal and professional developmentMany different trainings and development opportunitiesCareer growth through internal mobilityAt Doosan Bobcat, we support equal opportunities, value diversity of skills, perspectives and cultures and encourage applications from candidates from all backgrounds.