Service Manager Last Updated Date: Jun 30, 2025 Location: Dobris, 1813454, CZ, 263 12 Company: Doosan Bobcat EMEA Job Information Position Summary:Develop dealers’s service capabilities, providing technical support and ensuring customer satisfaction. Field based position, with high requirements on time and territory management to: + ensure the right level of proximity, + delivering technical support to dealers, + coaching dealers through training and programs such as DAR, BSEP and other action plans, + driving strategic initiatives for customer retention and customer loyalty, such as Machine IQ telematics, Protection Plus and genuine parts penetration + administration which includes: manage dealers warranty accounts, training planning and Salesforce cases, field modifications follow up and goodwill governance Role & Responsibility Technical support: + Provide dealers with technical support and solutions for product problems producing technical reports. Provide the network promptly with both field based and factory supported solutions to the product problems. + Minimize machine downtime + Report the technical issues in his area Dealers’ coaching and development: + Evaluate dealer service capabilities and set up plans to improve their performance. + Ensure execution of DAR, BSEP, D-Path and other relevant programs + Ensure new dealers on-boarding and ramp up + Ensure recovery plans for dealers with critical performances + Build and maintain training matrix, to identify training needs that must be translated into training yearly bottom-up forecast. Ensure training plans execution Strategic initiatives (Customer satisfaction, retention and loyalty): + Be the champion of Bobcare Maintenance Contracts, Protection Plus warranty extensions, Maintenance time and Cost calculations, Reduction of immobilization days, genuine parts penetration and Machine IQ telematics + Monitor and report market and industry trends + Assess organizational needs to ensure dealers are able to respond to Machine IQ opportunities, maximizing benefits and ensuring customer satisfaction Administration: + Manage dealers warranty accounts, ensuring dealers are following Warranty Policy + Ensure Field modifications are closed on time + Document and justify goodwill requests and support SMR/goodwill process Job Requirement Education & Qualification: Mechanics - Bachelors Degree / Allow Equivalent Knowledge & Skill (job-related): + Technical Hands-on experience. + Knowledge of industry standards and aftersales support. + Good comprehension of dealer service operations. + Language skills: TBD (depending on the region) & English. + Field visits must happen at least 4 days per week and 3 weeks per month. Knowledge & Skill (general): + Very good IT knowledge and computer skills. + Good communication skills Experience: >5 years in aftermarket related experience Travel Standard: 60 - 70 % Prerequisite Training Course (& level): Hydraulic course (high), Electrics course (high), General Mechanics course(high), Engine course (high), Product Service (high)