Gary MacPhail

· Drive and support assigned dealers in the support of all products

· Take appropriate actions on concerns and issues from dealers

· Monitor, follow up, and report dealer support performance

· Work with Technical Support, Warranty, Training and sales departments in support

· Communicate the possibilities/risks regarding machine defects and or areas of possible customer dis-satisfaction

· Work with Managers to develop assigned dealers’ product support departments and resolve technical issues.

· Support Key Account & governmental activities for assigned area

Primary Job Responsibilities:

· Being the support interface for assigned dealers

· Developing dealer profitability through strategic dealer development of assigned dealers

· Managing the development, implementation, and follow-up of the dealer business plan

· Driving discussions concerning sales / support adjustments (technical policy and/or goodwill)

· Contribution goals, operating expenses, and customer satisfaction for assigned dealers.

· Warranty acceptance

· Machine down days

· Parts sales in line with market share performance

· Mandatory modification completion

· business plan development, implementation & execution

· customer service satisfaction

• Represents the company at the dealer level.
• Assist the dealers in effort to provide top quality parts and service levels.
• On dealer development with regards to best practices to improve the dealerships parts and service department efficiency and profitability.
• Responsible for evaluating the Dealerships through completion of the Dealer Parts and Service Review.
• Assure the dealers have a clear understanding of the company Policies and Procedures.
• Routine discussions to improve and maintain levels of performance.
• Evaluate and act on requests from dealers regarding commercial policy adjustments.
• Support all parts and service programs through active promotion at the dealerships.
• Assist in initial capability evaluation of potential new dealerships.

• Responsible for traveling to distributor, dealer and customer locations to resolve customer issues, and provide dealers with after sales support.
• Test and evaluate engine and system performance in the field.
• Assist with onsite and offsite training for tools, equipment and products.
• Tear down, inspection, and diagnosis of engines, transmissions, and hydraulic systems and assist with warranty claims.
• Support Industrial, Agriculture, Construction and Utility Vehicles product lines, dealers, engine centers and distributors.
• Support dealers with parts issues.
• Evaluate dealership customer support capabilities and performance.
• Assist Sales Managers with new dealer prospecting.
• Support trade shows, training and dealer events.

• Responsible for handling service issues regarding all company owned product lines.
• Communicates with service dealers regarding service issues and troubleshooting.
• Assist in development of service advisories.
• Analyze and approve processing of warranty claims.
• Single point of contact for questions regarding compact tractors and commercial equipment.

• Responsible for significantly growing revenues to over $750,000 by developing a reputation for delivering customer satisfaction and providing superior quality service.
• Communicates with vendors regarding warranty coverage issues.
• Train all technicians and sales staff on technical aspects of all products.
• Contact equipment manufacturer with product quality control concerns.
• Handle all service related customer issues to ensure complete satisfaction.
• Hands on experience with servicing, troubleshooting and repairing all equipment carried.
• Diagnosis complex service issues on all types of equipment to determine the cause of failure of parts and components.
• Conduct instructional seminars on operational and maintenance aspects of equipment for large commercial customers.