Director of Product Support
Salaried Full-Time Professional
Houston, TX
Summary: The Director of Product Support coordinates and implements systems, policies, and procedures promoting the best customer service within the Doggett John Deere organization to improve operational performance. This role’s driving mission is to create a superior service operations team with safety, employees, and shareholders supported equally. Customer satisfaction for both internal and external customers is a must. Working with Support Services to resolve product issues while increasing awareness across the enterprise. Grow service capacity and capability to ensure customer and dealer success. Keep updated as to market awareness, product knowledge, technical competency, and aftersales business management to ensure dealer capability is current.
Responsibilities:
- Reviewing the organizational budget for service to ensure financial objectives are attained
- Must work cross departments to promote best in class customer support
- The Director of Service Operations over sees service employees coaching and policy updates to increase workforce efficiency
- Accountable for positive leadership of direct reports to include ongoing direction, coaching, and career development
- Lead service operations training and development always looking forward
- Operational responsibility to provide best practices to every service department
- Staying up to date with industry trends by reading publications and other related materials
- Influence and drive change through exceptional written and verbal communication skills
- Ensure excellent service for all customers
- Drive change initiatives as required to improve efficiencies and execute on business commitments
- Assures equipment and facilities are maintained, improved, and managed to support excellent operational capability and performance
- Assures profitability through proper staffing which consistently meets or exceeds the budget
- Create a culture of learning and development with all members of the organization
- Develops and monitors budgets, goals, and objectives to ensure departmental profitability
- Responsible for recruiting, developing, coaching, and mentoring to ensure service staff has the skills to deliver exceptional service
- Practices and implements a total quality management philosophy through service operations
- Provide leadership and strategic direction regarding all service operation functions, monitor, manage and improve workflow processes in these areas and works to continuously hone efficiency, improve employee engagement
- Identify, recommend, and implement policies and procedures to provide necessary service and promote good internal communication
- Analyzes team productivity and efficiency and makes decisions on how to improve them to increase customer satisfaction, retention, revenue growth and financial results
- Seeks regular feedback from internal and external customers and peers on strategy, process, and system improvements to develop pro-active solutions to problems
- Identify and document trends regarding reoccurring issues
- Ensure goals are aligned and understood by all support departments
- Demonstrated tendency to challenge the status quo, drive constant improvement in process, and an ability to achieve organizational goals
- Ability to resolve complex issues within functional area and/or area of expertise
- Ability to report up to leadership on overall “story” of the data in a holistic manner
Requirements:
- Service Manager experience preferably in an OEM setting
- Must be able to travel 30% of the time to cover the AOR properly
- Must be technical minded
- Must understand dealership structure
- Must have warranty experience
- Ability to troubleshoot
- Ability to develop and execute multiple priorities and approaches to meet objectives
- Leadership skills that build a connection to the workforce through personal involvement, inclusivity, and trust
- Direct customer relationship experience
- Understanding of customer/marketplace and drivers that influence customer behavior
- Strong business acumen
- Proven ability to effectively communicate across a distributed workforce
- Proven experience leading a team, managing customer relationships, and/or managing a P&L or comparable business unit
- Proven leadership and an ability to orchestrate resources and motivate teams
- Exceptional interpersonal skills
- Previous direct report management or leadership experience
- Proven ability to influence and drive change through exceptional written and verbal communication skills
- Proven ability to effectively communicate across the entire dealership
Qualifications:
- Knowledge, skills, and abilities typically acquired through a Bachelor`s degree or 10 + years minimum of industry experience, or equivalent combination of education and experience
- Upper management experience for parts, service, or product support departments preferred
- Experience with construction and forestry machinery, asphalt and all construction related machines
- Strong knowledge of hydraulics, engine, powertrain, electrical, failure analysis, and root cause analysis
- Excellent understanding of business processes for service, parts, rentals, sales, and administration
- Excellent interpersonal and communication skills (verbal, written and presentation skills)
- Highly effective in collaboration across teams
- Ability to lead, mentor, and motivate multiple teams
- Proficiency in Microsoft suite (Excel, Word, Outlook, PowerPoint, and Access), CDK or equivalent (dealer business system), ADP, Handel (CRM), and TargIt (business intelligence system)
- Must be a critical thinker with an eye for identifying process improvements across the organization and the ability to effectively implement them
- Ability to present and drive effective communication with all levels, including but not limited to Doggett Deere leadership and/or customers
The Director of Product Support must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.
Doggett is an Equal Employment Opportunity Employer
Doggett – John Deere
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