The District Product Support Manager (DPSM) represents the company at the dealership/customer level. This role is responsible for maintaining good relations between the company, Dealer Channel and the end users of our products. DPSM’s assist our dealers in their efforts to provide top quality parts and service levels, and are responsible for developing our dealer product support capabilities. They also focus on dealer development with regards to best practices to improve dealership parts and service department efficiency and profitability. Much of what the DPSM does is focused on customer retention, which translates to increased market share due to repeat sales.
Role & Responsibility
Responsible for evaluation of the Dealership through completion of the Dealer Parts and Service Review (DSR) processes.
Assist District Sales Managers in initial capability evaluation of potential new dealerships.
Assist new dealers in setting up their parts/service departments.
Assure dealers have a clear understanding of the Company Policies and Procedures.
Assist in Dealer termination.
Regarding existing dealerships; routine discussions to improve and maintain levels of performance, follow up on Dealer Service and Parts Review and dealer upgrade process.
Advise dealer sales staff in proper service and maintenance of all company products.
Evaluate and act on requests from dealers regarding commercial policy adjustments.
Drive District parts sales to meet AOP targets.
Support all parts and service programs through active promotion at the Dealerships.
Responsible for direct communications with dissatisfied customers to resolve complaints.
Be available to assist in situations requiring technical support or feedback. Drive stocking and planning behaviors of Dealers.
Technical and/or Associates Degree preferred, or a minimum of 5 years of Product Support in lieu of degree.
Experience 7>10 years
Travel Standard > 50%
Make sound, timely decisions
Good communicator, good listener
Strong negotiation skills
Strong financial acumen
Good interpersonal skills
Proficient with MS Office
Good time management skills, organized
2 to 3 years in the product support field or 1 to 2 years as a DSM Trainee.
When called upon to assist dealers with a technical problem the DPSM must use their technical expertise and experience to help troubleshoot the problem. In the case of a new or previously unseen problem his technical skill and logic will be used to pinpoint the root cause of the problem. They will then report the problem / solution to the product service manager for that product and/or enter a case/issue in Call Trac. Our onboard electronics, sophisticated load-sensing, and drive-by-wire systems that are now the heart of our products are complex and constantly changing. This presents a challenge to stay abreast of the latest changes and the DSM is relied upon to be the resident expert in the eyes of our dealerships.
When doing Dealer Parts and Service Reviews, it is the DPSM's responsibility to evaluate dealer service capability and performance. They then form action plans and presents requirements to the dealer principle, parts, and service managers. Execution of action plans often requires a moderate to large investment on the part of the dealership. The DPSM must show how that investment will pay dividends in the form of efficiency, productivity or improved customer service.
Timely and appropriate responses to customer complaints are important to maintain customer satisfaction and loyalty. Resolving customer complaints and survey follow-up is a time consuming duty that requires very good communication and listening skills as well as patience and interpersonal skills.