Aftermarket Parts Troubleshooter

Job Information

Join Our Team of Groundbreakers & Be Part of Creating the Future

At Bobcat, we're not just a company; we're a force for innovation, and our diverse team of groundbreakers is at the heart of our success. With a legacy of excellence and a commitment to empowering people to accomplish more, we're seeking passionate individuals who want to be part of our mission. 

 

Our company culture thrives on collaboration and creativity. We're a tight-knit, collaborative team that believes in turning dreams into reality. We've built a workplace that fosters personal and professional growth and offers competitive benefits to support your life outside of your career. If you’re looking for an opportunity to make an impact at the forefront of the industry, we have a place for you! 

 

As a Troubleshooter, you will provide technical assistance to dealer personnel to properly diagnose and identify any needed repairs for products under repair at the dealer. You will provide the daily feedback on current or new developments in the field to aid in quick resolution of emerging field problems. In addition, you will stay up to date on new product offerings & assist in requesting and setting up training for knowledge gap areas and create & maintain library of trouble shooting best practices.

Role & Responsibility

Technical Assistance

• Give Doosan Bobcat dealer written and verbal assistance to help them to repair Bobcat/Doosan products in the most efficient manner, to ensure high customer satisfaction
• Keep the Product Service Manager and Service Specialist informed of incoming information relative to machine quality and emerging issues
• Review manuals, instructions and technical information for accuracy; request updates as needed
• Assist the warranty group in evaluating failures and questionable claims
• Recommend products that require more training. Help set up the training for internal service staff

Technical Assistance - Aftermarket

• Give Doosan Bobcat dealer written and verbal assistance to help them resolve parts discrepancies in the most efficient manner, to ensure high customer satisfaction
• Keep the technical service team informed of incoming information relative to parts quality and emerging issues
• Review manuals, instructions and technical information for accuracy; request updates as needed
• Communicate with suppliers while researching field problems
• Assist in setting up training for parts team
• Keep abreast of all current model changes, and new models and attachments to provide assistance and training to team
• Understand engineering prints and verify product accuracy from the supplier or at the dealership

Communication and Follow-Up

• Communicate with Engineering and Manufacturing, keeping them updated and informed on current problem trends
• Communicate with internal staff and the Field Service team and keep them updated and informed on current problem trends
• Ensure, through communication and follow-up, that Doosan Bobcat maintains its leadership position in the market
• Product Service: publish best practices to dealers and internal staff for troubleshooting common problems
• Aftermarket: cross functional communication (Materials, Engineering, Sourcing & Field Staff) to support the dealer channel

Travel/Voice of Customer (Product Service)

• Travel as needed to understand the voice of customer for the troubleshooter role
• As needed, present troubleshooting best practices to dealer body as part of dealer visit or service manager seminar

Job Requirement

• Education: Associates degree in Technical or related field
• Experience: 2>5 years
• Travel: <10%
• Mechanical, Hydraulic, and Electrical systems
• Able to read schematics
• Product knowledge
• Good communication and interpersonal skills
• MS Office Experience

#WayUp

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