What are the responsibilities and job description for the Field Technician Supervisor - Diesel position at Optimal Inc.?
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:
- 3-5 days per week onsite
- Minimum 3 years of leadership 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 diesel, transmission, and driveline systems and components
- Strong supervisory, presentation, communication, and writing skills
- Self-motivated with 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
- 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
- Diesel engine/drivability/emissions, transmission, and driveline experience
Education:
- Bachelor's degree in Engineering, Automotive Technologies or a closely related field
