District Product Support Manager - Suwanee - Develon

    Develon
    Develon Suwanee

    1 day ago

    Description
    POSITION SUMMARY
    The District Product Support Manager (DPSM) serves as the primary liaison between the company, its dealer network, and end-users. This role is responsible for strengthening dealer product support capabilities, ensuring high-quality parts and service performance, and fostering strong relationships that drive customer satisfaction, retention, and long-term market share. The DPSM supports dealership operations, promotes best practices, assists with technical issues, and enhances the overall efficiency and profitability of dealer parts and service departments.
    ESSENTIAL DUTIES AND RESPONSIBILITIES
    Dealer Management & Customer Service

    • Conduct dealership evaluations using the Dealer Parts and Service Review (DSR) process.

    • Support District Sales Managers in evaluating potential new dealerships and assessing initial capabilities.

    • Guide new dealers through the setup of effective parts and service departments.

    • Ensure dealer understanding and compliance with company policies and procedures.

    • Assist with dealer termination processes when necessary.

    • Manage and develop dealer relationships, including follow-up on service and parts reviews and upgrade processes.

    • Advise dealer sales staff on proper service, maintenance, and care of all company products.

    • Evaluate and respond to dealer requests regarding commercial policy adjustments.

    • Drive district parts sales to achieve Annual Operating Plan (AOP) targets.

    • Promote all parts and service programs at the dealership level.

    • Provide technical support and feedback as required.

    • Communicate directly with dissatisfied customers to resolve complaints and maintain satisfaction.

    • Influence dealer stocking and planning behaviors to optimize inventory and support needs.

    • Monitor, advise, and close cases within the call tracking system.

    • Provide on-site assistance to dealers requiring hands-on technical support.

    • Assist with service training classes as needed.
    Requirements
    REQUIRED QUALIFICATIONSEducation & Experience
    • Associate degree in a technical field required.
    • 7-10 years of relevant experience.
    • 2-3 years in product support or 1-2 years as a DSM Trainee preferred.
    Skills & Competencies
    • Technically astute with strong problem-solving ability.
    • Able to make sound, timely decisions.
    • Strong communication and active listening skills.
    • Effective negotiation skills.
    • Strong financial acumen.
    • Self-motivated with excellent interpersonal abilities.
    • Proficient in Microsoft Office Suite.
    • Highly organized with strong time-management skills.
    • Travel requirement: 50% or more.
    COMPENSATION AND BENEFITS
    • Competitive Total Rewards Package.
    • Comprehensive Health, Dental, and Vision Insurance.
    • Generous 401(k) Company Match.
    • Free Telehealth Services.
    • Optional Supplemental Insurance Programs.
    • Ongoing Professional Development and Leadership Training Opportunities.

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