Stellantis Mopar Technical Service Operations is seeking a Field Technical Service Manager to lead initiatives focused on improving customer satisfaction and reducing vehicle buybacks across the United States market. This position serves as the primary liaison between Technical Service Operations, Field Operations, Customer Care, Quality Engineering, Dealer personnel, and third-party partners to drive timely and accurate vehicle repairs, resolve customer concerns, and improve overall service execution.
The role provides leadership and direction for a North American network of field service personnel who support Stellantis dealerships by delivering in-dealership and remote technical assistance, troubleshooting complex diagnostic and repair concerns, supporting dealer service operations, and serving as subject matter experts for Stellantis brands. The Field Technical Service Manager ensures field resources are effectively deployed, aligned to organizational priorities, and equipped to resolve complex vehicle concerns while driving customer satisfaction and reducing buyback risk.
Duties Include:- Manage and oversee a North American network of field service personnel to support in-dealer and remote technical service support for complex vehicle diagnostic and repair concerns, emerging product issues, and vehicles with elevated buyback risk.
- Lead and coordinate all buyback reduction initiatives across the organization, ensuring alignment of actions, priorities, and resources to minimize vehicle repurchase risk.
- Serve as project manager for cross-functional buyback reduction activities, facilitating stakeholder meetings, monitoring progress, and driving accountability for deliverables and results.
- Identify process gaps, execution failures, and systemic barriers that delay vehicle repairs, and develop corrective actions that improve response times and service outcomes.
- Partner with Customer Care, Quality Engineering, Supply Chain, Business Centers, dealer personnel, and third-party vendors to resolve vehicle concerns and customer escalations.
- Analyze business performance data, identify trends, and develop reporting tools that improve visibility into at-risk vehicles, case status, escalation activity, and program effectiveness.
- Lead the development and enhancement of systems, dashboards, reporting solutions, and case management processes that support improvement in repair outcomes and buyback reduction.
- Monitor field activity, measure program effectiveness, and identify opportunities for continuous improvement and implement solutions that enhance operational efficiency, customer satisfaction, dealer performance, and buyback prevention outcomes.
- Develop and maintain process documentation, presentation materials, business updates, and executive-level communications to support organizational objectives.
- Provide leadership, direction, coaching, and performance oversight for field technical service personnel and third-party partners supporting Stellantis dealerships throughout North America.
Success in This Role: - Ensures timely resolution of vehicle concerns and customer escalations while improving overall customer satisfaction.
- Reduces vehicle buyback activity through effective program leadership, stakeholder engagement, and execution of corrective actions.
- Delivers process improvements, reporting enhancements, and system solutions that increase operational effectiveness and visibility.
- Identifies and removes barriers that prevent timely vehicle repair and dealer resolution.
- Provides meaningful business insights through data analysis, trend identification, and executive reporting.
- Demonstrates strong collaboration across Mopar, dealer operations, and third-party partners.
- Balances operational responsibilities with strategic initiatives to achieve business objectives and performance targets.
- Communicates effectively with stakeholders at all organizational levels, including executive leadership.
- Builds and develops a high-performing field technical service organization capable of resolving complex diagnostic and repair challenges throughout the dealer network.
- Ensures field personnel are effectively supporting dealer service teams, improving repair outcomes, and enhancing the customer experience.
- Leverages field technical insights to influence quality improvements, service processes, training needs, and organizational priorities.
- Maintains strong alignment between field technical service activities and enterprise objectives related to customer satisfaction, vehicle repair timeliness, and buyback reduction.
Basic Qualifications: - Bachelor's degree in Business, Engineering, Operations, or a related discipline
- Minimum 7 years of experience in Operations, Field Support, Aftersales, Customer Experience, Program Management, or related business functions
- Two or more years of experience leading, developing, and managing direct reports
- Strong understanding of dealership operations, customer service processes, and automotive service environments
- Demonstrated ability to analyze complex business challenges and develop effective solutions
- Strong project management and organizational skills with the ability to manage multiple priorities simultaneously
- Ability to thrive in a fast-paced environment with changing priorities and deadlines
- Strong written, verbal, and interpersonal communication skills
- Strong analytical and problem-solving capabilities
- Experience developing reports, dashboards, and business performance metrics
- Advanced presentation skills, including experience presenting findings and recommendations to leadership audiences
- Advanced proficiency in Microsoft 365 applications, including Excel, PowerPoint, and Copilot
Preferred Qualifications: - Master's degree in Business Administration, Engineering, or a related discipline
- Experience leading large-scale cross-functional programs or strategic initiatives
- Experience in automotive or related field technical support
- Knowledge of automotive warranty administration, customer escalation processes, or vehicle repurchase mitigation activities
- Experience developing business requirements and managing third-party partners
- Experience with reporting tools, data analytics, or customer case management systems
