Manager, Service Planning

Job Summary

Develops and manages service manuals, bulletins, and other service readiness activities by coordinating with internal and external parties. Analyzes dealer/ICTA’s requests and plans and develops new service communication/commercial programs.

Principal Duties & Responsibilities

• Manages Service Shop Manual, Owner Manual, Technical/Warranty Service bulletins and other service materials development within budget and deadlines.
• Functions include planning, budgeting, and coordination with outside companies.
• Manages the development of web-based publications and vehicle diagnostic tools.
• Ledds the field fix process with INAC QA, Isuzu Japan International Service, ITCA Vehicle Compliance, AIPDN, MIS, ICTA Customer Relation and Brand Quality.
• Ledds and/or supports the creation of Service program with related ICTA departments.
• Maintains IsuzuTruckService.com with supplier Isuzu Global Service Systems (IGSS).
• Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

Reports to: AVP, Service Product Engineering
Direct reports: Specialist, Service Planning

Qualifications

• Educational Requirements: Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering, Computer Engineering, Automotive Engineering, or a related technical discipline.
• Experience: 7–10 years of related experience, including a combination of automotive service, technical publications, software development, and project management.
• Skills: Understanding of manufacturing processes, warranty processes, service readiness, and service support requirements from a wholesale environment and impact to dealer or manufacturer operation; Familiarity with HTML, CSS, JavaScript, SQL, XML, JSON, or similar technologies; Familiarity with REST APIs and system-integration concepts; Familiarity with Git or other version-control platforms; Familiarity with Cloud environments such as Microsoft Azure or Amazon Web Services; Familiarity with Diagnostic authoring systems and vehicle communication tools; Familiarity with Adobe FrameMaker, InDesign, Acrobat, or structured authoring platforms.

PHYSICAL STANDARDS

The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records. Rare instances requiring lifting of light objects (25 – 60 lbs.).

TRAVEL REQUIREMENTS

Position requires approximately 10-25% travel, domestic and international, including overnight stays.

Management Accountabilities

• Champions a culture of safety by ensuring all operations are conducted in full compliance with safety policies, procedures, and regulatory requirements.
• Promotes accountability and continuous improvement in safety practices at all levels.
• Interprets and executes policies that typically affect subordinate organizational units.
• Recommends modifications to operating policies.
• Responsible for managing staff function or heads a centralized functional activity.
• Achieves results through lower levels of supervision or through experienced levels of employees who exercise significant latitude and independence in their assignments.
• Makes decisions on ongoing tasks of organizational units.
• Frequent contacts with inter-organizational and outside customer representatives at various management levels concerning operations or scheduling of specific phases of projects.
• Counsels and trains subordinates.
• Conducts briefings and participates in technical meetings for internal and external representatives concerning specific operations.

PAY SCALE

The pay scale for this position is between $107,746 and $137,376. The actual compensation will be determined based on experience and other factors permitted by law.

Exceptional Perks That Go Beyond the Basics

• Comprehensive Health Coverage
• Fertility & Family-Building Support through WIN Fertility
• Generous Time Off
• Smart Retirement Planning
• Wellness Program
• Tuition Reimbursement