POSITION: Field Service Action & Critical Concern Coordinator
LOCATION: Mahwah, NJ
RECRUITMENT RANGE: $70,500 - $92,000
Reporting to the Current Vehicle Quality (CVQ) Manager, this role serves as a key link between Global Customer Service, Engineering, Technical Support, Retailers, Manufacturing, Aftersales, and Regulatory Compliance teams and the Office of General Counsel (OGC). You will coordinate the local end-to-end implementation of Field Service Actions while managing the escalation and resolution process for critical vehicle concerns impacting customers and retailer operations.
What you will be doing:- Coordinate the launch and execution of Field Service Actions (FSA) including Customer Satisfaction Programs, Owner Notified Programs, Safety and Emission Recalls and Extended Warranty Programs.
- Support campaign readiness activities including retailer communications, parts availability monitoring and repair procedure validation.
- Monitor and analyze completion rates, developing and implementing solutions to improve performance via traditional and non-traditional outreach methodologies.
- Serve as a primary contact for retailers and internal stakeholders regarding campaign status and region performance.
- Attend and host structured webinars with local stakeholders to optimize performance.
- Produce and present material to internal stakeholders on overall process performance, including plans to enhance and maximize efficiency and productivity.
- Lead the intake, triage, and tracking of Potential Critical Concerns where there is a potential safety and/or compliance related issue(s).
- Liaise with market and global cross-functional investigation teams and retailers to progress and conclude cases.
- Develop and host related training and coaching materials to ensure local stakeholders understand their roles and responsibilities in the global Critical Concerns process.
What you will need:- Bachelor's Degree in a relevant discipline, or equivalent work experience.
- Experience in automotive quality, engineering, technical service, warranty, field operations, or aftersales environments.
- Strong understanding of vehicle systems, diagnostics, and technical issue investigation methodologies.
- Advanced analytical skills with experience using quality and warranty data to identify trends and drive decisions.
- Proficiency in Microsoft Office applications, including Teams, Excel, PowerPoint and Word.
Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)
Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an "at-will position".
