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Customer Service Manager

Company: Meritor
Location: Troy
Posted on: November 12, 2021

Job Description:

Overview:The primary responsibility is to manage and coordinate the Customer Service Group activity supporting Specialty, Off-highway, and Defense OEMs and products. This is a challenging position that explores creative decision-making, analytical and direct supervisory skills.Job Responsibilities: ---Work with other managers to identify teams, team members and objectives to address product problems and warranty issues---Manage cross-functional teams, utilizing the latest tools in Six Sigma, Product Management, 8D and PSAC processes---Reduce Industrial Products overall annual warranty cost and conduct monthly product performance meetings to identify product performance issues and to develop actions to correct issues---Maintain the successful completion of new NHTSA Campaigns and new PSAC Retrofit Programs in less than the 12 month and 24 month targets, respectively.---Develop cost effective solutions for PSAC program by finding creative ways to reduce labor and parts cost---Identified and manage vendor recovery opportunities when required---Manage between $1,000,000 and $4,000,000 in PSAC programs annually---Develop and manage a technical support infrastructure to support field and manufacturing level customer service issues.---Member of PSAC council that meet every other month ---Develop and present executive summaries on the status of warranty and PSAC programs---Support service issues in a business that is growing Globally---Manage a team of up to three Service Managers, complete performance reviews, coach and mentor as required---Coordinate service literature needs for OEM and end-users---Participate in Meritor GP3 (global project planning process) as it relates to service related objectivesQualification:--- Bachelor Degree in a technical study or engineering required or 5 years of relevant work experience, MBA a plus--- Familiar with Meritor warranty systems and ability to summarize warranty trends preferred--- Knowledgeable and ability to provide technical training on Meritor products preferred--- Ability to work well within a team and provide solutions with limited supervision--- Champion cross-functional teams--- Skilled in all types of communication--- Proficient in Microsoft Office productsTravel - 10-50%--Meritor is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.48487

Keywords: Meritor, Troy , Customer Service Manager, Executive , Troy, Michigan

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