About the position
The Service, Parts & Customer Care Organization is currently seeking a highly skilled, solutions-oriented Global Service Commodity Manager - Diesel / Transmission / Driveline to join the Technical Assistance team in Auburn Hills. The Global Service Commodity Manager - Diesel / Transmission / Driveline will be responsible for managing a highly talented technical support team and executing deliverables aligned to field issue resolution initiatives. The selected candidate will be responsible for leading the resolution of product related field issues and ensuring the success of field action repairs. The role will require strong leadership characteristics and technical proficiency in order to achieve cross functional buy in on repair direction and ensure repair effectiveness.
Responsibilities
- Champion for the resolution of product issues identified through Field Reporting, & various call center data trends.
- Daily interaction with Product Development, Customer Experience, and Technical Safety and Regulatory Compliance (TSRC) at varying levels of management to ensure successful field resolution of product issues.
- Primary internal global escalation point to ensure the timely release of pending field actions.
- Primary liaison to direct Product Development and Customer Experience for appropriate repair methods and communication strategy.
- Maintain awareness of all field issues impacting the respective commodity areas.
- Maintain expertise in past, present, and future vehicle diesel, transmission, and driveline systems and repair processes.
- Investigate, propose, and implement solutions for issues relating to Fixed First Visit.
- Project manage and lead initiatives to improve Fixed First Visit, Customer Service Index (CSI), and other service related projects.
- Daily management of the commodity specific Field Technical Support team - including team member development, performance goals, and workload balance.
- Other projects and tasks as delegated.
Requirements
- Candidates with 'Service' or 'Aftersales' backgrounds.
- Education: Bachelor's degree in Engineering, Automotive Technologies or a closely related field.
- Minimum 3 years of experience with proven ability to develop effective working relationships with internal and external users/customers and stakeholders.
- Minimum 5 years of technical experience directly related to the design or repair of vehicle communication networks, electrical systems, software, body, chassis systems and components.
- Strong understanding of dealership operations, warranty systems, and the dealership technician environment.
- Strong supervisory, presentation, communication, and writing skills.
- Self-motivated with a commitment to team orientation.
- Ability to interact effectively with various management levels.
- Ability to multi-task and prioritize in a challenging and fast-paced work environment.
- Ability to deal effectively with a wide range of dealership personnel and field operations staff.
- Proficient in Microsoft Office - Excel, PowerPoint, Access, Word.
Nice-to-haves
- Engineering level systems expertise.
- 5 years or more experience with Dealership and/or Field systems and processes.
- Existing, positive relationships within engineering and quality organizations.
- Communication networks, electrical systems, software, body, chassis experience.
