- Diesel engine repair
- Negotiation
- Leadership
- Communication skills
- Root cause analysis
JOB SUMMARY
Responsible for managing the implementation and coordination of all service, aftersales and service parts sales programs as well as policies for ISZA-PT distributors and OEM/JOEMs in North America and future expansion plans to other regions. Manages a team that provides technical assistance to distributors and OEM/JOEMs to assure that Isuzu’s product support capability and availability are adequate and competitive. Manages OEM/JOEM distributor service related matters to maximize customer satisfaction. Manages related warranty budgets, policy, procedure and the associated negotiations to accomplish ISZA-PT’s financial and performance targets. Creates and implements strategies, policies, and performance requirements to improve and develop ISZA’s Service Network. Leads and develops staff to achieve division goals.
PRINCIPAL DUTIES & RESPONSIBILITIES
1. Manages a team that implements and coordinates, at the distributor, dealer, and OEM level, all service policies, aftersales activities and programs necessary to provide a strong service image, outstanding product support availability, and world class capabilities.
Manages a team that provides assistance to distributors and customers (including OEMs and special markets) to assure service superiority, including repair/rebuild procedures, troubleshooting, root cause failure analysis, training, product application, and distributor/dealer service business operations.
Manages the process and systems for warranty claims and provides instruction in warranty policies, procedures, and reviewing material. Manages all warranty budgets and the associated financial negotiations and reports. Responsible for monthly meetings with ISZJ to discuss open service issues, recover warranty claim dollars, and review quality issues.
2. Manages and develops remanufacturing programs – Works with existing and develop as needed suppliers to ensure current program success while managing the process flow from the supplier with the remanufacturing facilities and purchasing customers. Benchmarks future remanufacturing facilities and enhances operations by selecting the most appropriate options so profitability can be maximized. Continually improves process flow at all levels while developing new opportunities to drive sales, increase profitability and decrease costs. Continually improves the customer operation and experience while capturing new customers and driving further sales with existing customers.
3. Rental company support program - Creates and implements a program with national rental companies to strengthen the relationship between Isuzu and the rental companies in order to enhance our positive service reputation, which may lead to the increase of engine sales.
4. Parts Sales Programs – Identifies, develops and fosters new market programs to increase parts sales, improve warranty options and increase network utilization of genuine Isuzu parts. Works with parts related entities to decrease parts costs, improve processes related to supply, warranty and network distribution. Monitors market trends to proactively identify parts supply changes, pricing fluctuations and supply issues to prepare the ISZJ and ISZA teams, AIPDN and service network.
5. New Product & Business Development – Works with all facets of the ISZJ and ISZA teams to integrate new technologies, products, OEMs and customers into the aftersales market. Proactively targets and supports new customers with the aftersales operations of Isuzu PT; including parts program integration, development and support.
6. Provides feedback concerning the effectiveness of service policies and programs based on an analysis of the effect of those programs. Provides reports as requested.
Meets on a regular basis with Distributors, OEM’s and JOEM counterparts to promote Isuzu service, solve customer problems, and obtain competitive information.
7. Provides active support and necessary assistance to PT Sales Managers to promote the sale of Isuzu engines, including visits to customers concerning application, communications, warranty, product problems/performance, and training.
Performs within a given fiscal budget related to travel, warranty expenses, policy expenses, etc
Performs miscellaneous job related duties as assigned.
ORGANIZATIONAL RELATIONSHIPS
Reports to: Executive Director, Powertrain
Direct reports: Aftersales Service Engineer, Field Service Engineers and Technical Service Engineers
EDUCATION, EXPERIENCE & TRAINING
Bachelor’s degree in Business Administration or related discipline, or equivalent directly related work experience
Minimum seven years similar level and related experience, preferably with an engine manufacturer
Minimum five years management experience with an engine manufacturer or related discipline
KNOWLEDGE
Comprehensive knowledge of diesel engines, the operating principles involved and all associated value added systems, such as cooling packages, air intake systems, exhaust systems, mounting systems, etc.
Knowledge of off-highway diesel engine business
Knowledge of service & parts business planning
Knowledge of customer relations
Knowledge of diesel engine installation, application engineering
Mechanical and physical properties of power generation, mobile construction and marine equipment
Basic engine injection/timing/fuel delivery software (ECM/ECU)
Engine electronics; OBD II, SAE J1939 and CAN BUS protocol
Knowledge related to automotive or industrial engine development (electronic controls)
Knowledge of aftersales business planning and programs
SKILLS & ABILITIES
Advanced PC skills (database, graphics, presentation, spreadsheet, and word processing)
Excellent interpersonal, as well as written and verbal communication skills
Strong negotiation skills
Ability to work on numerous projects/tasks concurrently
PHYSICAL STANDARDS
The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports, or records, typically weighing 5 lbs. or less. Also requires rare instances of lifting light to heavy material, 5-60 lbs. Position requires frequent overnight travel, up to 50%; occasional international travel also required.
MANAGEMENT RESPONSIBILITIES
Interprets and executes policies that typically affect subordinate organizational units. Recommends modifications to operating policies
Responsible for managing staff function or heads a centralized functional activity. Accomplishes results through lower levels of supervision or through experienced exempt levels of employees who exercise significant latitude and independence in their assignments.
Monitors work operations on a daily basis and actively assists, or provides direction to, subordinates as required. May perform, especially in staff or professional groups, ongoing tasks of organizational units. May function as an advisor on all projects and tasks assigned to the organizational units under supervision.
Frequent contacts with inter-organizational and outside customer representatives at various management levels concerning operations or scheduling of specific phases of projects or contracts. Conducts briefings and participates in technical meetings for internal and external representatives concerning specific operations.