Manager, Field Services
2 months ago
**Nanager, Field Services**
**Field Services Manager** will manage in-field service activities in dealer network related to dealer effectiveness. Position is also responsible for technical publications, tools & equipment and other service operational activities including service capacity. Includes dealer repair processes, focus on fixing vehicle right, first time (FRFT), and repair case escalations from KTAC (Kia Technical Assistance Center) through FSS (Field Service Specialists).
Position will report directly to National Manager, Service Operations. Working with other functions within Service Operations in Warranty Management and Technical Support.
**Key Responsibilities**:
Manage a team comprised of Field Service Specialists, Operations Specialist and the Equipment & Publications Specialist. Downstream with dealers in service operations and supporting upstream through Quality Assurance (QA) in supporting vehicle quality. Role includes:
- Manage service tools & equipment, including product requirements, identification of vendors and supply management to dealers. Applicable to standard and special tools for new vehicle models /model years, as well as core service equipment in the shop.
- Related to tools & equipment, manage Kia Tool, Equipment & Supplies (KTES), including the relationship with vendors supporting the program. Develop strategies to grow and market KTES with the Kia dealer network.
- Ensure availability of diagnostic equipment under Kia Diagnostic Systems (KDS) to the dealer network as needed including the management of the vendor relationship.
- Manage Technical Publications, including communication with Kia Headquarters and other stakeholders to gather information, and produce clear and accurate communications on-time.
- Evaluate and foster repair process improvement at dealerships, in tandem with the Kia Technical Assistance Center (KTAC), to improve KPIs like Fix-Right, First Time (FRFT) rates.
- Support dealers in terms of ensuring proper service capacity, through process, facilities and core equipment and tools.
- With Field Service Specialists (FSS), support KTAC in Kia Technical Assistance Requests (KTAR) requiring in-store escalation for difficult-to-fix and difficult-to-diagnose vehicles.
- Support QA initiatives as needed through FSS to provide upstream vehicle quality data to Product Engineering/ Vehicle Plants, including support to dealers to generate Product Information Reports (PIR).
- Support completion/maintenance of accurate Technical Publications and Special Tool allocations to ensure dealers effective in areas like repair process
**Skills / Knowledge / Experience / Education Required**
- Preferably post-secondary education in technical field such as Engineering / Applied Sciences.
- Alternatively, Automotive Service Technician License with minimum 5 years’ experience.
- Corporate experience managing Field Services teams highly desirable.
- Knowledge of vehicle systems and subsystems, as well as shop tools and equipment.
- Knowledge of service repair processes and best practices.
- Strong leadership skills and previous supervisory experience.
- Highly organized and focused on objectives.
- Self-starter.
- Team player, with strong collaboration skills.
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