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Manager, Technical Service - Plymouth Minnesota
Company: Disability Solutions Location: Plymouth, Minnesota
Posted On: 04/26/2024
At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.JOB SUMMARY:The Technical Service Manager is responsible for executing the technical service strategy of delivering world-class technical and diagnostic support to our Polaris Off Road and On Road dealer partners. The Technical Service Manager will drive dealer engagement by developing strong relationships between our internal technical service organization and our dealer technicians. This role identifies and executes against initiatives that deliver service business solutions and value to our dealer network. Through team development and leadership, the Technical Service Manager will lead the evolution of the technical service function through process and quality enhancements, cross-functional business integration and continuous improvement.ESSENTIAL DUTIES & RESPONSIBILITIES:Team Development and Leadership- 50% - Manage the Off Road and On Road technical service team, evaluating workflow to ensure accurate and timely management of dealer inquiries, quality and accuracy of service provided, and proper documentation to identify quality trends, field training and communication opportunities.
- Establish robust individual and team development plans to continuously improve performance and develop opportunities for team career growth.
- Motivate team and drive results through establishing clear and measurable objectives and outcomes.Process Improvement & Quality Focus- 30%
- Lead cross-functionally in a matrix environment to ensure flawless execution of goals, drive lean principles, methodologies, and transformation.
- Identify efficiency opportunities to increase service levels and increase vehicle uptime.
- Monitor and manages emerging field concerns and proactively work cross-functionally to share voice of technician and gain alignment on diagnostic solutions.
- Drive continuous improvement of department procedures, policies, and controls as they relate to product knowledge and the competency of our team and channel.
- Ensure cross-functional alignment of field training and communication needs, and measure effectiveness of dealer technician development.
- Lead direct staff and partner with content teams to develop service focused communications and expand knowledge management platforms.
- Work with engineering & quality by providing research and assistance to address concerns between channel partners, central Service, and internal departments to support customer needs.Define Department Direction/Lead Change- 20%
- Identify and implement changes to reduce dealer technician diagnostic challenges that result in reduced contacts and improved vehicle up-time.
- Execute strategic initiatives and lead process improvements.
- Monitor trends in dealer feedback and remove barriers for teams to deliver world class service.
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