What are the responsibilities and job description for the Field Technician Supervisor - Diesel position at Optimal CAE?
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 at Headquarters, in Auburn Hills, Michigan, or as a remote working opportunity. 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 to achieve cross functional buy in on repair direction and ensure repair effectiveness.
The individual will be responsible for the following :
- Champion for the resolution of product issues identified though 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 points 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.
- Employees will need to work cross functionally to provide guidance in field and dealer processes and provide appropriate direction to ensure the successful resolution of product related field issues. The selected candidate must also be able to identify and implement solutions to enhance departmental performance and efficiency.
Requirements :
Education :
