Director Product Support & Lifecycle Management

ROUSH•Livonia, MI

1d•Onsite

About The Position

At Roush, we fuse technology and engineering to provide product development solutions to customers in a diverse range of industries. Widely recognized for providing engineering, testing, prototype, and manufacturing services to the transportation industry, Roush also provides significant support to the aerospace, defense and theme park industries. With over 2,400 employees in facilities throughout the United States, Europe, Asia, and South America, our unique combination of creativity and tenacity activates big ideas on a global stage. Roush Power Systems manufactures and sells world-class power systems for the on-road and off-road market sectors focused on class 4-8 commercial vehicles, mobile off-road, and stationary off-road equipment. The Director Product Support and Lifecycle Management is a key member of the Roush Power Systems (RPS) leadership team and has overall responsibility for direct service, warranty, and aftersales for the RPS business. The position is specifically responsible for developing, implementing, improving, and managing processes for supplying service parts, managing warranty claims, and driving process and product improvements to improve customer satisfaction and reduce overall RPS warranty spending. This leadership position reports to the General Manager of RPS. This key role is located in Livonia, MI.

Requirements

Bachelor’s degree in mechanical engineering or similar engineering degree. Other bachelor’s degrees in business will be considered.
Minimum of 20 years in automotive, heavy-duty, or other related industry.
Minimum of 10 years in or around product service specific areas.
Minimum of 10 years leading a team.
Leadership experience within an OEM service organization, preferably an engine / powertrain supplier serving the commercial vehicle and/or heavy-duty off-road market sectors.
Knowledge of how to structure a service organization to meet the customer’s needs in a way that maximizes the overall performance of the service parts – financial and otherwise.
Ability to function as an individual contributor and a manager of a team is essential as we build the capability while building the service parts part of the RPS business.
Understanding of how to create and assess r/1000 and CPU data on a part number basis for the purposes of understanding and addressing product- and process-based warranty issues.
Experience assessing warranty claims in the context of contractual obligations. This includes engagement with OEM warranty teams and dealing with potentials conflicts around our acceptance / rejection of warranty claims.
Experience developing manuals (owners, service, parts, etc.) and service procedures.
Experience developing training materials and leading training programs with OEM in a train the-trainer environment

Nice To Haves

Master’s degree in engineering or business preferred.
Experience leading a service, warranty and aftersales organization at a heavy-duty OEM leading service, warranty and aftersales organization at an OEM or tier 1 supplier.
Leading r/1000 and CPU data analysis on a part number basis and making recommendations to address product- and process-based warranty issues.
Leading warranty claims assessment process and making decisions based on contractual obligations. This includes negotiation with OEM warranty teams and dealing with potentials conflicts around our acceptance / rejection of warranty claims.
Leading the development of manuals (owners, service, parts, etc.) and service procedures.
Leading the development of training materials and leading training programs with OEM in a train-the-trainer environment

Responsibilities

Lead development of engine diagnostic procedures, engine repair procedures, engine service manual, and the engine owner’s manual.
Design and lead train-the-trainer programs for service teams at the OEMs.
Partner with customer and RPS engineering to create service parts / kits BOM.
Manage development of service parts / kits.
Lead creation of packaging for service parts / kits compliant with customer requirements.
Ensure that the service parts / kits warehouse is properly inventoried for start of production (i.e., service fill).
Be an active member of the team that will set up telematics for engine data collection and predictive analysis.
Establish a process with the OEM customers to review warranty data and claims, on a monthly basis. This includes the approval, denial, and escalation of warranty claims under dispute.
Administer the warranty agreement with the OEM customer.
Lead monthly warranty / claim reviews within RPS and with customer.
Review claims submitted by OEM customer and make recommendations to General Manager regarding which to pay, and which to deny / challenge.
Compile R/1000 and CPU data, assess trends, and make recommendations based on data.
Identify product improvements to enhance customer satisfaction (service channel and end user) and reduce warranty spending.
Evaluate on a regular basis engine data from telematics and use it for predictive purposes (warranty, emissions).
Engage Roush compliance team when failure rates of emissions components reach internal and agency thresholds.
Partner with Roush purchasing for warranty recovery from supply chain where appropriate.
Ensure that RPS has the appropriate inventory level or parts / kits in warehouse based on trends driven by the service data.
Understand the competitive landscape from a service, warranty and aftersales perspective and incorporate learnings into over service, warranty and aftersales strategy.