Troubleshooter
Doosan Bobcat NA US

Job Info

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At Doosan Bobcat, our success is powered by our people. Through our winning culture and one global team working together, we deliver the best products and service to our customers - and make the world a better place. Join our team today and start building your career with a worldwide leader.

Location : Statesville

Job Information

Provide technical assistance to dealer personnel to properly diagnose and identify any needed repairs for products under repair at the dealer. Provide the daily feedback on current or new developments in the field to aid in quick resolution of emerging field problems. Stay up to date on new product offerings & assist in requesting and setting up training for knowledge gap areas. Create & maintain library of trouble shooting best practices known as Knowledge Based Articles.

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: Review and update knowledge base articles; publish best practices to dealers and internal staff for troubleshooting common problems.
• Aftermarket: Review and update knowledge base articles. 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 preferred, but will accept equivalent experience.
• Experience: At least 2 years, but less than 5years
• Travel: Less than 10%
• Mechanical, Hydraulic, and Electrical systems
• Able to read schematics
• Product knowledge
• Good communication and interpersonal skills
• MS Office Experience

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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