AVL North America

Field Support Manager

US
4 weeks ago
ID
2017-2021

Overview

Responsible for the management and oversight of all engineering and customer service/support.  This includes resource management/allocation, key customer relationships, and global software/service contract management for Ford Motor Company.

Responsibilities

  • Provide leadership for the day to day customer engagement related to all AVL support activities.
  • Manage the support of all AVL products on-site.  Create and execute product and support strategies as appropriate.
  • Direct and oversee all aspects of customer service engagement, objectives and, initiatives.
  • Maintain high level of customer satisfaction by determining customer’s needs and delivering services that consistently meet those needs.
  • Ensure AVL employees supporting customer confirm to all quality standards that impact customer satisfaction.
  • Plan and control the operational effectiveness and financial performance.  Define, measure, monitor the KPIs as appropriate to track and monitor performance and define continuous improvement initiatives.
  • Plan and lead the personnel aspect of the service with emphasis on maintaining proper staffing levels, meeting training requirements (QI) and establishing desired levels of performance using performance standards.
  • Effectively insure that all resources have the proper tools and information to perform their jobs to AVL high standards and customer satisfaction
  • Coordination of billing and time tracking.
  • Align local customer support strategy with Global Service Strategy as appropriate.
  • Create product requirement documents, implement and track development timelines, and negotiates feature sets with the customer and product teams.
  • Work cross functionally with other business units.
  • Coordinate, when necessary, technical resources to support the AVL Hotline and software CARE for customer problem resolution.

Qualifications

  • Bachelor’s in business, operations management, software, engineering or equivalent.
  • Approximately 2-5 years’ previous operations management experience including forecasting, scheduling and real-time operations management.
  • Familiar with a variety of the field's concepts, practices, and procedures.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Performs a variety of tasks, leads, and directs the work of others.

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