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  EOE / Disability / Veteran

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.