Job Description

Position: Services Delivery Manager

Location: Troy Michigan (Onsite)

Mode of Hire: Full time

Job Description:

SDL for Automotive Technical Support Services E 5.1

Strategic:

• Bring in Industry bestin class process knowledge and reengineer the process towards making it self serve and lean
• Ideate transform restructure existing and new programs from Service delivery lens
• Ability to modernize Hotline Support as part of Technical Support Center and design & deployment
• Unlock business value & elevate from administrative function of Hotline Support to a source of market differentiation by creating winning proposition
• Responsible for defining coordinating & executing the gotomarket strategy & programs for Technical Support Center
• Participate create solutions and design frameworks for extending the Hotline Support scope globally
• Work with multiple teams to create robust knowledge base and eventually time to respond to customer issues rapidly
• Work with client business stakeholders other Customer Service teams in various capacities such as
  • Incubating newly acquired or created automotive software variants
  • Create product workflow from Technical Support process perspective participate as thought leaders on product discussions
  • Engage with leaders outside the scope for growth of the account

Delivery & Operations:

• As a Lead for Automotive Hotline Support team the candidate will be responsible for managing the requests from Client dealerships for diagnosing the complex software and hardware issues related to specific vehicle modules and systems
• Work with other Client departments stakeholders concerned closely for diagnosis primarily Engineering Quality and other Client Customer Service Department
• Make sure that the initial response to the dealers acknowledging the issue is done within TAT (Turn around time) by the team members
• Make sure that quick and effective resolutions are provided to dealers Technician to prevent the piling up of volume backlog by the team
• Make sure that a solution to the dealers and technicians over the phone email and through the web interface is carried out by the team
• To review and approve Standard Operating Procedures (SOPs) Account Maps Process Manual etc.
• To propose strategic solutions and should spearhead Change Management & Transformation process
• Should be able to take strategic decisions for the process growth
• Control process attrition and should review and approve process attrition
• Be able to have a clear understanding of the domain/process to achieve defined goals
• Implementation of KAIZEN & Six Sigma projects
• Should have business financial sense with clear focus on Process P&L and profitability
• Should have awareness for workforce planning
• Should have complete understanding of Quality Principles / Six Sigma initiatives
• Make sure that the documentation of root cause fixes in the relevant client systems is carried out by the team
• Make sure that development of preventive recurrence process for any issues and actions are put in place
• Maintain regular management and concerns review meetings cadence as directed by the Stakeholders to the needs of the service
• Support client management to direct the needs of the service to ensure a high quality continuously improving service

Provide a fully managed service:

• • Training development and HR
  • Service performance monitoring concern identification corrective action planning and implementation
  • Service delivery metrics performance tracking and reporting
  • Lean practice ensuring maximum utilization of Hotline Support team
• Follow best practices and work crossfunctionally with multiple teams to complete the assigned tasks and other daily job functions
• Ensure compliance to all company and business policies administer all open requests and ensure appropriate escalations or closure of the requests
• Ensure seamless and frictionless issue closure with focus on the accurate and timely solution provided to the Technician
• Bring the entire teams efficiency measure and service delivery excellence
• Respond and act in a professional timely manner for any escalations received

Qualification Experience and Skill Set:

• Degree preferably in Engineering or Science
• 15 years of experience in managing Product Support and Technical Assistance Center
• Proven ability in managing Technical Assistance Centers with Automotive/Industrial product support and service experience
• Solid understanding of Technical Assistance Center for product support and its process life cycle
• Strong analytical and reporting skills
• Proven Client Management Skills
• Passion for technology data and efficient aftermarket and product support management
• A selfmotivated leader who can contribute to business outcomes
• Has experience in participating with process improvement projects (contributor/participant)
• Excellent leadership quality with ability to manage and get the work done from the team and various cross functional client stakeholders in seamless manner including manage client leadership expectations
• Excellent people management skills coupled with process management methodologies

Who we are

• We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians
• Provide enhanced rapid response to Product Support and Software Technical Service Support
• Our teams principle is to put integrity in everything we do which is supported by our client values
• Our culture of fostering creativity valuing diversity encouraging ideas and an allembracing workforce team keeps us competitive and provides equal opportunities for all
• We invest in building long lasting relationships with our employees as we champion a people first culture from within and support their development and progression in the organization.

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