After Sales Senior Manager

Samsung SDI America Inc•Auburn Hills, MI

About The Position

The After Sales Manager shall develop, implement and execute corporate processes to manage and execute the product life cycle support with the customer. After sales encompasses service, warranty, remanufacturing, recycling and end-of-production parts management. Provide expert technical leadership in coordinating, facilitating, and directing efforts of cross-functional teams and ensure efficient use of team resources. Meet timing and deliverable goals for internal and external customers. Work is performed under little or no supervision and requires independent problem-solving and decision making with general direction received on program after sales objectives and broad guidance. Performs other duties in support of departmental goals and objectives. Works with other regional partners to commonize the after sales work processes and tool chain.

Requirements

Education: Bachelor’s degree in engineering, business management, or other applicable discipline.
Experience: 10+ years of experience with project management and/or product development including a broad understanding of automotive product development engineering, production and quality processes.
Experience in the automotive industry and APQP knowledge is required.
Fluent in Microsoft Office software to be able to track and analyze spreadsheets and program schedules.
Demonstrated strong communication/negotiation skills to work with internal and external contacts at all levels within the organization and represent the company in a professional manner.
Demonstrated experience in working across regional boundaries with colleagues from different geographical regions with multi-cultural environment.
Demonstrated strong analytical, troubleshooting, and problem-solving skills for successful performance of job duties.
Carry out projects, broad in nature, from beginning to end in coordination with internal / external contacts.
Strong organizational, project management, and leadership skills to prioritize, coordinate activities, manage conflicting needs, and deal with many issues at one time.
Able to work independently under little or no supervision.

Nice To Haves

Education: Master’s degree in business management, engineering or other applicable discipline.
Program Management Professional (PMP) certification is a plus.
Hybrid electronics or advanced battery technology experience is preferred

Responsibilities

Coordinate the service strategy for supporting customer objectives to achieve the project targets.
Responsible for the spare parts strategy including required quantities, packaging, pricing utilizing a service/warranty cost model.
Provides expert technical leadership in coordinating cross-functional efforts to define the remanufacturing strategy including service BOM components.
Coordinate the selection and setup of regional warehouses as necessary to support on-time spare pack supply to customer dealerships.
Oversee the service strategy for serviceable components during the pack design and development phase utilizing a design for serviceability methodology. Coordinate with the Engineering team to create a service parts BOM.
Ensure that the recycling strategy implemented by the organization is capable of meeting the customer requirements for disposing of battery packs as necessary.
Coordinate the part return analysis process for root causing customer field returns and communications between the Quality, Engineering teams and the customer.
Develop an End-of-Production product strategy for cells, modules and other pack system components including forecast of spare part volumes based on component field experience and pricing of the components.
Leads after sales lessons learned processes within and between the programs and departments including regional counterparts in SDIBS and SDIKR.
Coordinate the development of a pack service manual including diagnostics, troubleshooting and repair procedures.