Field Technical Service Manager

About the role

Stellantis Mopar Technical Service Operations is seeking a Field Technical Service Manager to lead initiatives focused on improving customer satisfaction and reducing vehicle buybacks across the United States market. This position serves as the primary liaison between Technical Service Operations, Field Operations, Customer Care, Quality Engineering, D ealer p ersonnel, and third-party partners to drive timely and accurate vehicle repairs, resolve customer concerns, and improve overall service execution.     The role provides leadership and direction for a North American network of field service personnel who support Stellantis dealerships by delivering in-dealership and remote technical assistance, troubleshooting complex diagnostic and repair concerns, supporting dealer service operations, and serving as subject matter experts for Stellantis brands. The Field Technical Service Manager ensures field resources are effectively deployed, aligned to organizational priorities, and equipped to resolve complex vehicle concerns while driving customer satisfaction and reducing buyback risk.     Duties Include:     Manage and oversee a North American network of field service personnel to support in-dealer and remote technical service support for complex vehicle diagnostic and repair concerns, emerging product issues, and vehicles with elevated buyback risk.   Lead and coordinate all buyback reduction initiatives across the organization, ensuring alignment of actions, priorities, and resources to minimize vehicle repurchase risk.   Serve as project manager for cross-functional buyback reduction activities, facilitating stakeholder meetings, monitoring progress, and driving accountability for deliverables and results.     Identify process gaps, execution failures, and systemic barriers that delay vehicle repairs, and develop corrective actions that improve response times and service outcomes.   Partner with Customer Care, Quality Engineering, Supply Chain, Business Centers, dealer personnel, and third-party vendors to resolve vehicle concerns and customer escalations.   Analyze business performance data, identify trends, and develop reporting tools that improve visibility into at-risk vehicles, case status, escalation activity, and program effectiveness.   Lead the development and enhancement of systems, dashboards, reporting solutions, and case management processes that support improvement in repair outcomes and buyback reduction.   Monitor field activity, measure program effectiveness, and i dentify opportunities for continuous improvement and implement solutions that enhance operational efficiency, customer satisfaction, dealer performance, and buyback prevention outcomes.   Develop and maintain process documentation, presentation materials, business updates, and executive-level communications to support organizational objectives.   Provide leadership, direction, coaching, and performance oversight for field technical service personnel and third-party partners supporting Stellantis dealerships throughout North America.   Success in This Role:     Ensures timely resolution of vehicle concerns and customer escalations while improving overall customer satisfaction.   R educes vehicle buyback activity through effective program leadership, stakeholder engagement, and execution of corrective actions.   Delivers process improvements, reporting enhancements, and system solutions that increase operational effectiveness and visibility.   Identifies and removes barriers that prevent timely vehicle repair and dealer resolution.   Provides meaningful business insights through data analysis, trend identification, and executive reporting.   Demonstrates strong collaboration across Mopar, dealer operations, and third-party partners.   Balances operational responsibilities with strategic initiatives to achieve business objectives and performance targets.   Communicates effectively with stakeholders at all organizational levels, including executive leadership.   Builds and develops a high-performing field technical service organization capable of resolving complex diagnostic and repair challenges throughout the dealer network.   Ensures field personnel are effectively supporting dealer service teams, improving repair outcomes, and enhancing the customer experience.   Leverages field technical insights to influence quality improvements, service processes, training needs, and organizational priorities.   Maintains strong alignment between field technical service activities and enterprise objectives related to customer satisfaction, vehicle repair timeliness, and buyback reduction.     Qualifications Basic Qualifications:     Bachelor's degree in Business, Engineering, Operations, or a related discipline   Minimum 7 years of experience in Operations, Field Support, Aftersales, Customer Experience, Program Management, or related business functions   Two or more years of experience leading, developing, and managing direct reports   Strong understanding of dealership operations, customer service processes, and automotive service environments   Demonstrated ability to analyze complex business challenges and develop effective solutions   Strong project management and organizational skills with the ability to manage multiple priorities simultaneously   Ability to thrive in a fast-paced environment with changing priorities and deadlines   Strong written, verbal, and interpersonal communication skills   Strong analytical and problem-solving capabilities   Experience developing reports, dashboards, and business performance metrics   Advanced presentation skills, including experience presenting findings and recommendations to leadership audiences   Advanced p roficien cy in Microsoft 365 applications, including Excel, PowerPoint, and Copilot     Preferred Qualifications:     Master's degree in Business Administration, Engineering, or a related discipline   Experience leading large-scale cross-functional programs or strategic initiatives   Experience in automotive or related f ield technical support   Knowledge of automotive warranty administration, customer escalation processes, or vehicle repurchase mitigation activities   Experience developing business requirements and managing third-party partners   Experience with reporting tools, data analytics, or customer case management systems     Stellantis At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future. Additional Job Posting Information Our Benefits - Designed with You in Mind Comprehensive Health & Well-being Coverage From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected. Generous Paid Time Off We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24 th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most. Competitive Retirement Savings Plans We help you plan for the future with: An employer match on contributions to your 401k, Roth, and Catch-Up plans An employer contribution, even if you don’t contribute Income Protection & Insurance Options Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters. Company Vehicle Lease Program Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products. Family Building Benefit We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy. Support for Your Growth and Giving Back We believe in investing in your future and your passions: Tuition reimbursement Student loan refinancing programs 18 paid volunteer hours each year to make a difference in your community And so much more! When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work.