Head of Truck Service Operations
2 weeks ago
McNeilus Financial Inc DBA MTM is a leading designer and manufacturer of refuse truck bodies, dedicated to supporting the essential work of waste management professionals. We offer a comprehensive range of high-performance refuse bodies, including rear load, front load, and automated side load options, designed to enhance any refuse collection fleet.
ROLE OVERVIEW
The Director of Truck Service - Technical Support is a pivotal leadership position responsible for guiding the service and technical support team. This role entails establishing the vision, strategy, and objectives aimed at delivering exceptional customer experiences, addressing service and technical challenges, and enhancing customer satisfaction and retention.
KEY RESPONSIBILITIES
1. Oversee the creation of training programs for customer and dealer technicians.
2. Manage the maintenance of refuse trucks for customer contracts.
3. Engage with all levels of customer organizations, demonstrating executive presence.
4. Support new product development by providing design consultation and managing Bill of Materials (BOM) reviews.
5. Prepare annual and long-term financial models and budgets.
6. Conduct technical training seminars for field personnel, end customers, and dealers/distributors.
7. Develop cost models to assess workforce requirements for supported products.
8. Act as a consultant and business partner to various teams within the refuse business unit.
9. Lead and expand the support function to deliver outstanding service to McNeilus partners globally.
10. Oversee the development of service manuals and direct the technical publications team.
11. Collaborate with cross-functional quality improvement teams to address field quality issues.
12. Drive continuous improvement in processes and materials to support the customer base.
13. Set strategic direction, manage a rapidly growing team, and take ownership of technical support outcomes.
14. Enhance the partner support experience, including self-service options and customer-facing reporting tools.
15. Serve as the primary operational contact for external partners and customers, ensuring optimal use of McNeilus refuse bodies.
16. Manage product expectations and development, ensuring feedback is relayed to the engineering team.
17. Become a subject matter expert on McNeilus products.
18. Foster long-term goals and unlock new value for teams.
19. Build strong relationships with internal and external clients to become a trusted advisor.
QUALIFICATIONS
- Bachelor's degree with a minimum of 15 years of experience in managing large-scale industrial or automotive service organizations.
- At least 7 years of experience in people management.
- Proven experience in developing and implementing service strategies that differentiate customer offerings.
PREFERRED QUALIFICATIONS
- Experience with Internal Combustion Engine (ICE) and/or Electric Vehicle (EV) technologies.
- Background in managing a technical call center supporting a national customer base, preferably in class 8 trucks.
- Experience in scheduling mobile fleets and technicians.
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Dodge Center, Minnesota, United States McNeilus Financial Inc DBA MTM Full timeAbout McNeilus Financial Inc DBA MTMMcNeilus Truck and Manufacturing Inc. stands as a leading designer and producer of refuse truck bodies, dedicated to supporting everyday heroes in their mission. We offer a comprehensive range of high-performance refuse bodies, including rear load, front load, and automated side load options, designed to enhance any refuse...
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