Sr Mgr, Product Services

STIHL•Virginia Beach, VA

1d•$141,000 - $172,000•Onsite

About The Position

This role oversees the North American product service team to effectively identify, prioritize, and resolve technical, warranty, and customer acceptance issues with STIHL products, including global technical performance ownership of selected product groups. The position provides top-level product and warranty support for the STIHL North America sales and service organization. The role also owns the management of the STIHL North America Spare Parts assortment, inventory value, service levels to customers, and revenue and profitability growth.

Requirements

Bachelor’s degree in engineering or equivalent combination of education and experience required
At least 7 years relevant work experience required
Up to 25% travel required
2+ years of real-world technician experience repairing mechanical or electronic systems. Preferably in a business sector similar to the outdoor power equipment industry.
Advanced understanding of operation and repair of small engines and electric power tools.

Responsibilities

Own technical performance of STIHL product in the North American Market. Supervise the investigation and root cause analysis of product issues. Coordinate the resolution of these issues with Global Quality and R&D teams. Overall responsible for product quality in the North American market.
Supervise product service and parts specialists, focusing on their professional development and performance. Set and achieve specific employee goals, identify training opportunities and needs, and ensure that all team members adhere to company policies and standards. This includes fostering a supportive environment that encourages continuous improvement and high performance.
Ensure efficient spare parts management. Drive revenue growth and profitability, as well as inventory cost management through continuous process improvements, strategic initiatives and customer focus.
Support delivery of comprehensive operating, product application, and technical instructions to North American STIHL dealers to enhance the customer service experience.
Oversee the administration of warranty in the North American market, ensuring all warranties adhere to company policies. This includes managing the entire warranty process, from registration to resolution. Regularly review and update warranty policies to ensure compliance with industry standards and regulations.
Own warranty cost and reporting across the North American Market. Track and report warranty cost in aggregate and down to the dealer or distributor level. Analyze warranty performance to identify deviations, trends and root causes. Develop, build alignment and execute appropriate actions where necessary.
Monitor competitive warranty, parts and service support policies to identify opportunities, risks and actions to strengthen STIHL’s position in the North American Market.
All other duties and responsibilities as assigned.