tize product issues and to implement both short-term and long-term solutions.
In this role, you will make an impact in the following ways:
Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers' satisfaction.
Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.
Product Serviceability Requirements and Review - Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.
Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
Systems Thinking - Defines the system of interest by drawing the boundaries, identifying its context within its environment, its interfaces, and that it has a lifecycle to aid in planning the problem statement, scope and deliverables ; analyzes linkages and interactions between elements that comprise the system of interest by using appropriate methods, models and integration of outcomes to understand the system, predict its behavior and devise modifications to it in order to produce the desired effects.
Decision quality - Making good and timely decisions that keep the organization moving forward.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Cultivates innovation - Creating new and better ways for the organization to be successful.
Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear.
Education, Licenses, Certifications
College, university, or equivalent bachelor's degree in engineering or other relevant technical disciplines is required.
This position may require licensing for compliance with export controls or sanctions regulations.
Prior Technical Specialist/Specialist Engineering equivalent work experience in a relevant discipline area is required with a demonstrated track record of technical problem solving, quality decision making and providing technical direction and leadership to a project team(s).
Knowledge of MS Office tools is preferred.
The Accelera Business Unit (formerly New Power Business Unit) is a fast-paced organization filled with opportunity. Looking for an organized and energetic individual to perform the role of Customer Care Leader for a new line of VPI programs that has been formed related to the acquisition of the Meritor product portfolio. The responsibilities of this role include managing all aspects of Customer Care VPI Parts Information, Tools, Training, and Information (PITTI) deliverables including sub function deliverables that are not directly reporting to Service Engineering or even to Accel-era. Some examples of these sub functions are Electronic and Mechanical Service Tools, Training, Reman, Warranty, etc. This individual will also be responsible for organizing and delivering functional M review materials and developing infant care plans for the product launch.
Previous experience in VPI programs / processes are strongly preferred.
Interest in Electrification (vehicles and off highway equipment) is also preferred.
This individual must be open to ambiguity and change as this business has very short VPI cycles and requirements that change much more rapidly than traditional programs in EBU or PSBU.
Depending on the career interests and capabilities of the candidate, this role will lead a small team (1-3) of Service Engineers.
This position is based in Troy, MI.
Primary Location United States-Michigan-Rochester Hills-US, MI, Troy, 2135 West Maple Road
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Dec 1, 2023, 2:37:52 PM
Unposting Date Ongoing
Organization Accelera Business
Role Category Hybrid - Potential for Partial Remote
Relocation Package Eligible
Req ID: 23000AI4