Director, Service Engineering - Indianapolis, United States - Allison Transmission Holdings Inc

Description

JOIN THE TEAM THAT'S POWERING PROGRESS

Building cities. Driving commerce. Saving lives. For over 100 years, Allison Transmission has powered the vehicles and technology that move our world forward.

What powers us? Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today, we're driving progress everywhere because we employ top talent worldwide.

Learn more about this role and how you can begin driving your career forward

Job Title:

Director, Service Engineering

Pay Grade:

M5

Job Description:

JOIN THE TEAM THAT'S POWERING PROGRESS

Building cities. Driving commerce. Saving lives. For over 100 years, Allison Transmission has powered the vehicles and technology that move our world forward.

What powers us? Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today, we're driving progress everywhere because we employ top talent worldwide.

This is an exciting opportunity in Indianapolis for a Director of Service Engineering.

Learn more about this role and how you can begin driving your career forward

Summary

The Director of Service Engineering leads a team of skilled, technical professionals, including one international employee, focused on retaining Allison's existing business and supporting revenue growth by delivering a positive experience for Allison's global customer base. The Director works with his / her team of direct reports, as well as Allison's regional (NA, EMEA, APAC, SA) teams to aid Allison's global base of distributors, dealers, OEMs, and fleet customers in the troubleshooting and repair of transmissions, support equipment, and control systems. This Director is responsible for championing global product support for Allison's On-Highway and Defense products, resolving complex issues associated with new product launches and ultimately providing an improved customer experience that lives up to the Allison brand promise, while reducing customer and company costs

Primary Responsibilities

• Develop departmental strategy, based on key organizational goals and imperatives - use to motivate and guide employees with a clear and focused vision
• Establish, track, and adapt employee goals throughout each calendar year, focusing on strategic direction in lieu of tactical actions
• Build a positive culture within the Service Engineering team, focused on employee development
• Develop metrics/processes to monitor and improve and customer issue resolution and general responsiveness, with an interest in improving the customer experience
• Champion development and execution of investigative plans for emerging issues - Take on a leadership role in cross-functional product improvement teams, utilizing experience and critical thinking to marshal / deploy Allison's global resources to quickly identify root cause and implement corrective action, including support of Quality Disruption resolution to reduce customer impact
• Collaborate with global customer support, quality, product engineering, customer integration engineering, and sales functions to execute a robust customer communication plan for issue resolution roadmap, warranty, or goodwill decisions made by Allison
• Support development and review of technical documents to inform the global service network of product issues, product updates and releases
• Ensure voice of customer representation within internal product maintenance/development/improvement teams; Assessing complex problems and using experience/critical thinking skills to make decisions with global impact to the customer experience and Allison operations
• Use a collaborative approach to lead development and execution of cross-functional new product support plans, key to the success of new product launches and return on invested capital / resources
• Work closely with global Allison Customer Support, Sales, and Quality organizations to align team goals and product support activity; support pro-active customer engagement as a technical expert
• Directly support revenue growth by improving total cost of ownership through establishing new product service/maintenance practices and evolving existing product recommendations, while also providing quick resolution to product issues
• Update, as needed, CEO staff and senior leadership regarding major product issues or team readiness for new product launches

Education

Bachelor's degree in technical or business field required

Experience

• 10+ years' professional experience required, including managing customers in a technical setting and / or managing people within the organization
• Strong technical knowledge and analytical skills
• Strong organizational skills and ability to work with minimal supervision
• Excellent communication skills
• Ability to professionally handle high stress situations that may involve internal or external stakeholders

Travel up to 10% of the time.

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information, please contact us at [redacted].

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.

Primary Location:

Indianapolis, IN

Additional Locations:

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information, please contact us at [redacted].

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.