Position Summary

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.

Principal Tasks

  1. 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.
  2. 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
  1. 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. These assignments include Hotline dealer telephone technical assistance, dealer visitation, special vehicle inspections, assistance to other departments, and vacation scheduling.
  2. Manage and coordinate the interaction with home office Techline/QC/Customer Service/Warranty Department data with the Tech Department's QC efforts with SMC.
  3. 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.
  1. Assist with special activities and projects within the technical service department and other company departments to provide a field service viewpoint and experience. Projects such as service awards, consumer and dealer trade shows, and dealer training projects require in-depth coordination between the office and the field to function efficiently and professionally
  2. Manage outside vendors for training and publications, as well as sales communication.

Scope of Authority

1       The incumbent makes independent decisions pertaining to company policy and procedure daily. These 

decisions may be precedent-setting or have a direct effect on the company’s profitability or liability. Seeking advice and approval from his direct supervisor on matters involving litigation and major purchases.

Interacts on a regular basis with department managers and regional sales managers to fulfill the job requirements and provide a field service perspective to any situations involving out-of-department personnel.

Minimum Qualifications:

Work Experience

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.

Education Requirements

Bachelor’s Degree or equivalent work experience required.

Required Skills

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.

Physical Requirements

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; and hearing and speech to communicate in person and over the telephone.