MAA

Overview

The Technical Service Manager is responsible for gaining insight, understanding, and troubleshooting techniques on vehicles in operation to maximize uptime and Customer satisfaction. The role is responsible for leading and implementing technical solutions across all of our service locations and Customer base and spreading these solutions and knowledge to other dealership team members. With the expansion of electric vehicles (EVs), the Manager and team will spend considerable time understanding, collaborating, and repairing EVs and EV chargers, and lead the efforts in becoming a world class EV support dealership.

General Responsibilities and Tasks/Duties

Knowledge acquisition and transfer (40% of time allocated)

- Study and understand theory of operation by utilizing past knowledge, training, and testing. Examples of scope include EV power systems, charger operation, and emerging combustion engine emission technology.

- Gain access, or develop own troubleshooting and diagnosis methods

- Develop critical repair processes with parts requirements and procedures

- Collect knowledge and pass onto dealership technicians and Customer contacts

- Updating databases, vehicle information, and key findings to build book of knowledge

- Secondary back up resource to deliver training material to Customers and dealership technicians.

Hands on Support (40% of time allocated)

- On the ground troubleshooting and dealership stores and Customer sights on most challenging technical service issues

- Hands on teaching and troubleshooting on technical issues with dealership’s service technicians

- Updating databases, vehicle information, and key findings to build book of technical knowledge

- One on one coaching with technicians on troubleshooting, diagnostic techniques, and repair.

- Travel to provide necessary in person support to most pressing concerns.

Technical Liaison (20% of time allocated)

- Constant contact with vehicle, subsystem, and charger OEM’s to gain system knowledge

- Elevating high priority and emerging issues to OEMs.

- Collaborate with OEMs and Customers on emerging and top issues.

- Develop creative, safe, and effective solutions with OEMs and Customer base

- Elevating high priority and emerging issues to OEMs.

Expectations/Successes:

The Technical Service Manager will ultimately drive high Customer satisfaction, acceptance, and adoption of new technology through organizing the dealerships service department to be knowledgeable and world class in diagnostics and repair. High vehicle uptime, specifically on EV’s, will be a key measure of success. The role will also include EV charger support.

To achieve this success, it is important to establish lasting and authentic relationships with a wide net of professionals including School District officials, service technicians and OEM representatives. These relationships must be nurtured over time, and the Manager must be proficient in effective communication to all levels of an organization.

To drive Customer satisfaction, the manager will develop and execute their own area of responsibility strategy to support various Customer and dealership locations across Virginia. A flexible travel schedule will be required to execute this strategy.

Qualifications:

• Proven work experience within automotive or commercial vehicle parts and service in a similar role with a solid technical acumen.
• 10 or more years of progressive experience in industrial, specialty vehicle, or other Customer service fields.
• A bachelor’s degree in a business or technical related field is preferred.
• Must be results-oriented, data driven, and able to work both independently and collaborate with a team.
• In-depth knowledge of the commercial vehicle industry, servicing vehicle sub-systems, with an important emphasis on powertrains.
• Excellent leadership, communication, interpersonal and customer service skills
• Demonstrate aptitude for problem-solving; ability to determine solutions for customers.
• Ability to travel regionally.
• Proficiency in using basic Microsoft Office Suite applications and other computer applications.
• Excellent verbal and written communication skills

· Customer facing experience with large Customers.

Job Type: Full-time

Pay: $114,844.00 - $121,123.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Days:

• No weekends

Ability to Commute:

• Evington, VA 24550 (Required)

Ability to Relocate:

• Evington, VA 24550: Relocate before starting work (Required)

Work Location: In person