District Service Manager

Date: Apr 15, 2024

Location:

Conyers, GA, US, 30013

Req ID: 28540

Onsite or Remote: Onsite Position

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

Job Overview

Serves as a liaison between KFI and its Dealers about Product Support issues. Regularly visits dealer offices to provide Parts, Technical, Warranty, Customer and other assistance as needed. Provides proper guidance; investigate problems, and follow-up to KFI on competitive parts & pricing structures. Oversee that dealership parts and service operations are organized and equipped to provide efficient service. Must work hand in hand with the District Sales Manager to provide an increased level of support to the Komatsu Organization and Dealer Body.

Key Job Responsibilities

Communicates objectively with management, dealer body, associates, and our suppliers in the interest of customer satisfaction to maximize Komatsu's market share and objective
Displays a positive, professional attitude toward all work-related duties
Must act in a manner, whether on or off the job, to strengthen the reputation of the company and its objectives
Must work with dealer personnel to identify areas of weakness and propagate strategies to improve the weaknesses and follow-up with implementation of the plan to realize the intended goal
Will act as representative of Komatsu Forklift with regards to the administration of warranty and goodwill policies and decisions with management guidelines
Responsible for improvement of Komatsu dealer's parts and service department's efficiency, quality and profitability
Responsible for orientation training of new dealers, policies, procedures and implementation
Assists in implementation of new and existing policies and programs initiated by Komatsu
Promotes dealer and customer satisfaction of product
Communicates with dealer principle/management it ensure proper dealer operation and activity
Ensures dealer warranty administration with respect to policy and procedure
Provide technical assistance to dealers
Provide proper guidance to dealers to insure excellent customer relations
Investigate product problems and provide timely and detailed reporting to CHQ regarding all dealer activities
Provide follow up of all retrofit and recall programs and ensure dealer compliance to service procedure, shop and field requirements for efficient servicing of the Komatsu product
Support dealer's parts activities and work with dealers to insure use of genuine Komatsu parts

Qualifications/Requirements

Bachelor’s Degree and/or Equivalent work experience in the Forklift/Material Handling Industry and hands on technical experience related to the Komatsu Forklift trucks
Equivalent work experience is defined as “Minimum 5 years’ experience in customer service, or field service in the forklift industry
Strong verbal, written, presentation and negotiation skills and be highly adaptable product problem solver
Able to travel frequently (minimum of every other week), must have a valid driver’s license and passport
PC literacy is a must, with a strong working knowledge in both Apple iOS (Phone), and Windows 10, MS Office 365 version products including but not limited to Word, Excel, Outlook, & Access
Must have excellent technical knowledge in the service and repair of forklift trucks
Must be able to work from a home office and/or regional office and be able to perform at a high level without close supervision

Additional Information

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.