SUMMARY
Manage service and warranty support functions, to include: administration, field service support, repairs, part requests and recovery. Supervise Field Service Representatives (FSRs). Maintain customer satisfaction and maximum service by providing customers and service providers with technical assistance. Manage local service providers in performance of service, repair parts deliveries and parts recovery. Increase defense Parts and Service Sales, support business growth initiatives, and develop aftermarket business opportunities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Manage, assign and supervise the work of others
2. Train and mentor subordinates in the areas of vehicle warranty LEAM operations, day-to-day business operations, system measures, or program management.
3. Travel as required in support of military customers and service providers.
4. Diagnose, repair, and service defense vehicle concerns. If necessary, coordinate with local service providers and FSRs.
5. Coordinate with customers, service providers, and fellow employees to get service and parts expedited to the customer’s satisfaction.
6. Anticipate customer needs and develop recommended parts stocking requirements for upcoming field and maintenance operations.
7. Manage defense domestic and international field efforts.
8. Present a professional image to OSK, to the government, and to US commercial agencies.
9. Manage defense warranty administration process.
10. Manage defense vehicle retrofit/recall programs.
11. Coordinate field service reporting and database maintenance.
12. Assist OSK aftermarket business development personnel with market resource and identification of new business opportunities.
13. Develop and report service. Parts and service sales critical issues.
14. Develop service support and service sub-contractor network in support of service contracts.
15. Review reports for systemic issues and initiate Continuous Improvement Reports (CIRs) to have corrective actions taken to insulate the customer.
16. Manage vehicle configuration as outlined from engineering.
BASIC QUALIFICATIONS
• Bachelor's degree in Business, automotive technical, mechanical engineering, or related field.
• A minimum of 5-years relevant experience in a leadership role is required.
PREFERRED QUALIFICATIONS
• 15 years previous military experience working with maintenance and management on defense vehicles.
• Excellent oral and written communication skills with attention to detail.
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