Manager, Technical Service

Full job description

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

JOB SUMMARY:

The Technical Service Manager is responsible for executing the technical service strategy of delivering world-class technical and diagnostic support to our Polaris Off Road and On Road dealer partners.

The Technical Service Manager will drive dealer engagement by developing strong relationships between our internal technical service organization and our dealer technicians. This role identifies and executes against initiatives that deliver service business solutions and value to our dealer network.

Through team development and leadership, the Technical Service Manager will lead the evolution of the technical service function through process and quality enhancements, cross-functional business integration and continuous improvement.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Team Development and Leadership- 50%

• Manage the Off Road and On Road technical service team, evaluating workflow to ensure accurate and timely management of dealer inquiries, quality and accuracy of service provided, and proper documentation to identify quality trends, field training and communication opportunities.
• Establish robust individual and team development plans to continuously improve performance and develop opportunities for team career growth.
• Motivate team and drive results through establishing clear and measurable objectives and outcomes.

Process Improvement & Quality Focus- 30%

• Lead cross-functionally in a matrix environment to ensure flawless execution of goals, drive lean principles, methodologies, and transformation.
• Identify efficiency opportunities to increase service levels and increase vehicle uptime.
• Monitor and manages emerging field concerns and proactively work cross-functionally to share voice of technician and gain alignment on diagnostic solutions.
• Drive continuous improvement of department procedures, policies, and controls as they relate to product knowledge and the competency of our team and channel.
• Ensure cross-functional alignment of field training and communication needs, and measure effectiveness of dealer technician development.
• Lead direct staff and partner with content teams to develop service focused communications and expand knowledge management platforms.
• Work with engineering & quality by providing research and assistance to address concerns between channel partners, central Service, and internal departments to support customer needs.

Define Department Direction/Lead Change- 20%

• Identify and implement changes to reduce dealer technician diagnostic challenges that result in reduced contacts and improved vehicle up-time.
• Execute strategic initiatives and lead process improvements.
• Monitor trends in dealer feedback and remove barriers for teams to deliver world class service.

• SKILLS & KNOWLEDGE

• 4-year bachelor’s degree Business or Engineering related fields preferred plus 5 years technical experience with an emphasis on process improvement, technical competency, and diagnostic development
• Demonstrated leadership and development of large teams
• Strong desire to deliver industry-leading service and build strong team and dealer relationships
• Excellent written and verbal communication skills. Proven ability to articulate thoughts and ideas
• Ability to work well under pressure
• Excellent organizational, analytical and communication skills, both written and oral
• Proficient PC skills – Microsoft Word, PowerPoint, and Excel
• Proficient in AS400, Oracle, Showcase & CRM
• Proven management experience in Powersports, Automotive, Ag, Heavy Equipment or similar industry required

WORKING CONDITIONS

Fast-paced office environment. 10% travel

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This position is not eligible for sponsorship

We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today!

At Polaris we put our employees first, by offering a holistic approach to their health and financial wellbeing. Polaris is proud to offer competitive compensation, including a market-leading profit-sharing plan that is fundamental to our pay-for-performance culture. At Polaris, employees are owners of the company through company contributions to our Employee Stock Ownership Plan and discounted employee stock purchases plan. Employees receive a generous matching contribution to 401(k), financial wellness education and consultation to plan for their financial future. In addition to competitive pay, Polaris provides a comprehensive suite of benefits, including health, dental, and vision insurance, wellness programs, paid time off, gym & personal training reimbursement, life insurance and disability offerings. Through the Polaris Foundation and our Polaris Gives paid volunteer time off, we support employees who actively volunteer their time, efforts, and passions to improve the health and wellbeing of the communities in which they live, play and work. Employees at Polaris drive our success and are rewarded for their commitment.

About Polaris

As the global leader in powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. Polaris' high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL™ side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; military and commercial off-road vehicles; snowmobiles; Indian Motorcycle® mid-size and heavyweight motorcycles; Slingshot® moto-roadsters; Aixam quadricycles; Goupil electric vehicles; and pontoon and deck boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with a robust portfolio of parts, garments, and accessories. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe.

EEO Statement

Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.