Service Troubleshooting Manager

At Doosan Bobcat, our success is powered by our people. Through our winning culture and one global team working together, we deliver the best products and service to our customers – and make the world a better place. Join our team today and start building your career with a worldwide leader.

Location : Gwinner, Bismarck

Job Information

The Service Troubleshooting Manager for the Product Service team oversees Service Troubleshooting cases, ensuring accurate diagnosis and repair identification for Bobcat products in the field. The manager leads a team dedicated to resolving issues with Bobcat products and monitors performance metrics to improve support quality.  Plays a key role in developing innovative solutions to enhance the efficiency and effectiveness of Service troubleshooting.  

Role & Responsibility

• Manage a team responsible for assisting dealers in efficiently repairing Bobcat products, ensuring high customer satisfaction through written and verbal communication
• Ensure appropriate prioritization and actioning of cases by monitoring all relevant case queues
• Develop and implement advanced strategies for service troubleshooting, aiming to make the company a leader in service technology
• Collaborate with global stakeholders to promote the universal use of tools and resources
• Inform various departments of emerging issues or trends related to Bobcat products
• Serve as the main point of contact for the Service troubleshooting team, working with IT to address system-related issues and enhance tools
• Assist the Troubleshooting Systems Manager in creating comprehensive guides to deflect high-volume case topics
• Review and update manuals, instructions, and technical information, requesting updates as necessary
• Identify products that require additional training for proper support and help organize training for internal Service staff
• Ensure knowledge-based articles are accurate, publish best practices for dealers and internal staff, and provide written information for troubleshooting common problems
• Travel as required to gather customer feedback for service troubleshooting purposes
• Deliver troubleshooting best practices to dealers during visits or service manager seminars
• Conduct regular team and individual meetings to review metrics, discuss strategies for improvement, analyze customer feedback, and address relevant topics
• Provide support for Service troubleshooting cases to maintain a healthy backlog
• Understand, communicate, and drive performance metrics for the department and individual team members

Job Requirement

• Education: Bachelor's degree. Extensive experience may be considered in place of a degree
• Experience: 7 to 10 years of relevant experience
• Strong leadership and team management abilities
• Demonstrated initiative to exceed performance expectations and ability to adapt to change
• Excellent time management and prioritization skills, with the ability to work independently
• A global mindset and the ability to understand and meet diverse needs
• Innovative mindset to seek out new ideas and drive continuous improvements
• Technical background and troubleshooting experience is preferred
• Proficient in using analytics to prioritize activities
• Effective cross-functional teamwork skills.
• Excellent verbal and written communication abilities.
• Ability to quickly change focus areas throughout the workday
• Proficiency in MS Office Suite and above-average computer skills
• Travel requirement: Less than 10%
   

As a part of the Doosan Group, which employs more than 43,000 people in 38 countries worldwide, the company offers its customers products and solutions to help build stronger businesses and communities. Based in Seoul, South Korea, with its North America headquarters in West Fargo, North Dakota, Doosan Bobcat is a leading global manufacturer of construction, agriculture, landscaping and grounds maintenance equipment, attachments and services. The company is committed to empowering people to accomplish more. 

Doosan Bobcat North America is home to world-renowned brands, including Bobcat® compact equipment, Doosan® portable power products, Ryan® and Steiner® grounds maintenance equipment and Geith® attachments. Doosan Bobcat North America is a tradename of Clark Equipment Company.

Doosan is committed fostering an inclusive and 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