Regional Dealer Support Manager - Southeast

14th April, 2025

SUMMARY

Reporting to the North American Senior Manager, the Regional Support Manager will assist in developing the HCMA business support channels with assigned dealers in Southeast region. They are responsible for delivering the agreed business objectives for their assigned dealers while working in conjunction with the assigned regional sales business manager.

RESPONSIBILITIES

• Work with Regional Business Managers to develop assigned dealers' product support departments and resolve technical issues.
• Responsible for support development with management within the dealership-overall development of HCMA business planning, including training, warranty, technical support, parts and service management
• Manage the development, implementation, and follow-up of the dealer business plan, by driving and supporting assigned dealers in the support of all products
• Drive discussions concerning sales / support adjustments (technical policy and/or goodwill)
• Be assigned support interface for dealers, taking appropriate actions on concerns and issues from dealers
• Develop dealer profitability through strategic dealer development of assigned dealers
• Communicate to the Manager Regional Support North America possibilities/risks regarding machine defects and or areas of possible customer dis-satisfaction
• Monitor, follow up, and report dealer support performance
• Support Key Account & governmental activities for assigned area
• Effective implementation of dealer tools, monitoring contribution goals, operating expenses, and customer satisfaction for assigned dealers.
• Provide and assist in direction to PM&E, Sales Admin, Marketing, IT, etc
• Work with Technical Support, Warranty, Training and sales departments in support of Hitachi products promoting customer confidence
• Operate within assigned budgets by the Director of Regional Business
• Accountable for assigned dealers' delivery date registration, warranty acceptance, Mandatory Modification progress completion, machine down days, stock order ratio, retail sales, price realization and contribution, customer satisfaction, parts sales, usage of available dealer tools, dealer participation, product support marketing programs etc.

REQUIREMENTS

• Bachelor's degree in marketing, finance, or management, (Preferred) master's degree in marketing, finance, or management. Extensive industry experience and knowledge may be considered in lieu of degree requirements in exceptional circumstances
• (Minimum) 5-10 years of practical working experience in steering a support network toward profitability and growth.
• Ability to work in both office and field environments
• Ability to perform duties effectively in a fast-paced environment, whether working autonomously or under directional guidance.
• Ability to manage extensive travel requirements.
• Proven Industry competence, business mindset, networking and relationship management skills, driven and self-starter skills, excellent communication skills, and integrity.

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