Location
Statesville, NC | United States
Job description
Job Information
As a Sales Support Manager, you are responsible for coordinating and managing all aspects of Bobcat support for specific customers (major rental companies, key accounts, government accounts) or dealers. This includes leading a team, driving operational and support activities, implementing efficient processes and projects, and ensuring a seamless experience for customers.
Role & Responsibility
Customer Success Management
- Serve as the primary contact and liaison for Bobcat Field Staff on processes and support
- Own and keep internal support systems up-to-date to meet stakeholder needs
- Manage support escalations and provide guidance in complex situations
- Work within ERP to ensure products/processes are set up correctly for a seamless system flow, ensuring timely fulfillment of products/parts
- Drive the development and delivery of training materials on processes, tools, methodologies, and best practices to ensure stakeholders are well-informed about proper procedures
- Analyze performance metrics, providing data-drvien insights for growth and future opportunties
- Provide advanced support and innovative solutions, aiming for world-class customer service delivery
Dealer Focus
- Develop strategy and manage critical processes in Salesforce.com (e.g. Contracts & Commitments, DealerNET sales process, case management)
- Provide support and guidance to dealers in various aspects of their business operations
- Monitor team performance and provide feedback to improve the overall dealer experience
- Develop innovative solutions to provide dealers and ultimately customers with world-class support
Process Management
- Understand the role of the end-user (Customer, Bobcat Field Staff, or Dealer) and effectively design and implement processes that are simple, efficient, and effective
- Develop, improve and implement processes for a smooth end-to-end process to increase productivity
- Monitor trends, technology and offerings in the marketplace that will increase efficiencies.
- Oversee projects through execution, ensuring milestones and goals are met within approved budgets
Planning & Analytics
- Manage communication and cooperation with cross-functional teams to drive planning and projects (e.g., Manufacturing, Engineering, IT, Marketing, Finance, SIOP, etc.)
- Lead voice of customer (VOC) research projects to support strategic decisions
- Oversees team workflow of consistent and accurate reporting to key stakeholders to support business needs
- Utilize data to develop and recommend technical solutions
- Build relevant reporting and benchmarks to ensure continuous improvement
Key Account & Government Focus
- Act as the front-line contact at Bobcat Company for major rental accounts, key accounts, or government accounts on pricing, availability, order fulfillment, order status, lead times, and dealer availability for dealer transfers
- Manage the coordination of logistics and tracking of major trade packages with key accounts
- Manage the flow of inbound orders and dealer transfers
- Administer contracts, including contract review, deadlines, reporting procedures, and documents
- May include quoting customers directly and assisting District Managers or dealers
Team Leadership
- Develop direct reports through training and coaching, ensuring the team has the tools required to perform effectively and efficiently
- Act as a mentor to implement improved support and operations techniques
- Onboard and train new team members
Job Requirement
- Education: Bachelor's degree in Business Administration, Business Management, or related field. Equivalent experience considered in lieu of education.
- Minimum Experience: 7-10 years of relevant business experience
- Prior Sales experience or experience in managing customer relationships preferred
- Strong leadership and team management skills
- Excellent communication, presentation, and relationship management skills
- Capable of understanding customer/business problems and recommending practical solutions; works seamlessly with stakeholders to deliver high-quality results
- Proven track record of exceeding performance expectations and adapting to change
- Creates a collaborative team environment that nurtures individual development
- Demonstrated ability to challenge & improve upon existing processes
- Takes initiative and brings impeccable follow-up skills
- Exhibits a high level of customer service capabilities
- Possesses strong business acumen and problem-solving skills
- Excellent organization and project management abilities, with the capability to lead and drive multiple initiatives within tight deadlines
- Builds positive business relationships and collaborates across organizational boundaries
- Proficiency in MS Office Suite and above-average computer skills
- Travel Required: up to 25%
- #GD
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 protected by law. If you have a disability or special need that requires accommodation, please contact us at 701-476-4263. Doosan is a VEVRAA federal contractor and seeks priority referrals of protected veterans.
Beware of Fraudulent Job Offers and Solicitations Any legitimate job offer will be preceded by an official selection process.
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