Parts Troubleshooter Supervisor

Job Information
The Troubleshooter Supervisor for the aftermarket business is responsible for managing all related activities in order to meet and exceed customer expectations for the aftermarket business order flow, customer call and email traffic, technical issue resolution, training, performance management and process improvement. The Troubleshooter Supervisor also monitors Salesforce performance metrics and ensures a service-orientated and professional working environment.
Role & Responsibility

• Serve as a liaison between suppliers and engineering on technical issues
• Develop relationships with suppliers, engineering, service, and analysts to address troubleshooting cases
• Provide advanced technical support and resolution to customers to ensure world class customer service
• Develop out of the box solutions for priority back-order issues
• Cross-functional communication (materials, engineering, sourcing, field staff, etc.) to support the dealer channel
• Expedite and follow-up on availability and shipment of orders to satisfy needs of the dealers
• Keep abreast of all current model changes, new models and attachments in order to provide assistance and training to team
• Understand engineering prints and verify product accuracy from the supplier or at the dealership
• Evaluate and understand Salesforce case process and develop metrics of case types and response times
• Organize technical and machine training for parts customer service team
• Determine performance metrics to evaluate customer service team on Salesforce case responsibilities to provide an analysis for future opportunities
• Demonstrate excellent written and oral communication skills to work through difficult situations

Job Requirement

• Education Required: Bachelor's degree preferred.  Associates degree in technical field, or equivalent related experience
• Experience required: 7-10 years' customer service experience. Previous supervisory or lead experience in a technical field
• Travel:
• Technical background/experience
• Innovative skillset in order to seek out new ideas and approaches and make continuous improvements
• Effective cross-functional teamwork skills
• Excellent verbal and written communication skills
• Demonstrates drive to exceed performance expectations and ability to work with change
• Strong time management skills, priority focus, and ability to work independently
• MS Office Suite proficiency. Above average computer skill set is preferred
• #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.
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Nearest Major Market: North Dakota
Nearest Secondary Market: Bismarck