Department Manager MC Service

Suzuki Motor USA, LLC•Brea, CA

14h•$135,000 - $175,000•Hybrid

About The Position

Oversee and manage the day-to-day functions of the Motorcycle and ATV Field Service operation with the primary focus on ensuring retail customer satisfaction with Suzuki products and Suzuki dealers. Additionally, provide extensive guidance and training to the staff of Technical Service Managers, management-wise and technically, to allow them to ensure dealers are profitable and able to satisfy the service needs of the retail customer. Assist in establishing and implementing service programs and policies, and procedures for the dealer network.

Requirements

Minimum 5 years’ experience as a technician at a dealership.
Minimum 3 years’ service management experience at the dealer level.
Minimum 5 years’ experience at the District Technical Service Manager Level or 10 years’ service management experience at the wholesale/distributor level of a major manufacturer.
Work history must show steady advancement in responsibility.
Bachelor’s Degree or equivalent work experience required.
Must be an excellent communicator and possess superior organizational skills to work in a multi-task environment.
A very strong technical background is essential.
PC knowledge is required with significant experience in databases, spreadsheets, word-processing, and presentation software.
Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, and to attend meetings at various sites within and away from the City.
Strength to lift and carry materials weighing up to 20 pounds.
Vision to read printed materials and a computer screen.
Hearing and speech to communicate in person and over the telephone.

Responsibilities

Manage and supervise the staff of 6 District Technical Service Managers and the National Field Service Manager. Evaluate each person’s job performance and provide appropriate coaching, guidance, and training.
Provide guidance and counseling to staff on particularly difficult or sensitive issues involving dealer contact dilemmas or policy disputes so that fair and equitable solutions result for retail customers, dealers, and Suzuki.
Review each person’s ability to write reports effectively and provide feedback to help ensure they can provide the highest quality, most accurate, and detailed written communications.
Provide detailed training, counseling, and guidance to staff in their inspections of vehicles/units involved in litigation and alleged defect-related accidents.
Plan, organize, and monitor the work schedule and assignments of the staff to ensure prompt and adequate dealer assistance while distributing the workload equitably among all staff members.
Manage and coordinate the interaction with home office Techline/QC/Customer Service/Warranty Department data with the Tech Department's QC efforts with SMC.
Manage the TSM staff efforts to raise dealer CSI scores and to meet company company-established goals.
Work as a team with TSM's to reduce the number of customer complaints received. Work to attain company goals in complaint reduction.
Assist with special activities and projects within the technical service department and other company departments to provide a field service viewpoint and experience.
Manage outside vendors for training and publications, as well as sales communication.