District Product Support Manager

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.

• 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.