Technical Assistance and Field Support Manager

We are seeking an operationally focused leader of Technical Assistance and Field Support in the NA Technical Services organization. The right candidate will be highly skilled, solutions-oriented with excellent program management skills, strong technical expertise, and a hands-on approach to continuously improve the identification, resolution, and implementation of service actions required in the dealer network. As head of Technical Assistance and Field Support you will require a strong passion for our customers and experience motivating cross-functional stake holders to actions that result in increased dealer and customer experience. Ideally, you have a background that spans between product development, quality, and dealer network experience / aftersales and are driven to deliver servicing solutions across various vehicle system technologies and programs.

You will manage a team of diverse and highly technical Global Commodity Managers and Technical Field Support Specialists, as well as overseeing field action time study technicians/garage, and service action authoring. You will serve as the main point of connection between multiple teams and technical system functions and the Aftersales organization, including Quality, Technical Safety and Regulatory Compliance (TSRC), and Product Development groups. Specific focus will be on achieving buy in on root cause analysis and repair direction to ensure repair effectiveness. You must possess a combination of strong technical skills and business acumen, as well as a do-what-it-takes attitude. You must be a strong leader who communicates clearly across all company levels.

The selected candidate will need to possess the ability to lead a team in a multi-task and fast paced environment, manage multiple high visibility projects concurrently, and deliver results per target requirements.

Key Responsibilities:

• Champion for identification and escalation of emerging and non-serviceable field issues including escalation of product issues identified though Field Reporting, Stellantis Technical Assistance Resource (STAR) center, and Customer Care inquires.

• Manage cross functional teams consisting of Global Service Commodity Managers, Service Action Authors, Time Study Specialists, Field Technical Support Specialists, and Technical Coordinators (combination of on-roll, salaried bargaining unit, and contractors)

• Responsible for Field Action validations including time authoring, time studies, and network communication notifications of Recall, Rapid Service Updates (RSU), Customer Satisfaction Notifications (CSN), Technical Service Bulletins (TSB), and others

• Responsible for in dealer network implementations of field actions resulting from cross-functional actions that drive results in Customer Satisfaction Index (CSI), Net Promotor Score (NPS), Fixed First Visit (FFV)

• Business owner for Dealer Issue Detection Incidents (DID-I) processes and system used between dealers and quality organization for the creation of GIMs.

• Daily interaction with Product Development, Quality, and Technical Safety and Regulatory Compliance (TSRC) at varying levels of management to ensure successful field resolution of product issues.

• Lead development and implementation of global issue field issue identification solutions for NA

Basic Qualifications:

• Bachelor's degree in Engineering, Automotive Technologies or a closely related field
• 10+ years of relevant technical experience, leading teams in the design, quality, or servicing of Stellantis vehicles
• Excellent problem-solving skills
• Experience in partnering with product and cross-functional management teams
• Proven ability to work effectively and influence stakeholder across cross-functional teams
• Ability to drive innovation and passion about learning new technologies
• Ability to deal effectively with a wide range of dealership personnel and field operations staff
• Experience communicating technical concepts to both technical and non-technical audiences
• Ability to deliver in a fast-paced work environment with minimum assistance

Preferred Qualifications:

• Education: Master's Degree in related field
• Engineering level systems expertise
• Experience interacting with Dealership and/or Field systems and processes
• Thorough knowledge of the automotive service industry, technical support methodology, and service repair instruction development
• Experience managing UAW Represented employees
• Experience with the development of SOWs, supplier bidding, and onboarding