Director Product Support & Lifecycle Management

Roush; Livonia (MI); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Tuition reimbursement

Paid time off

Job summary

Roush in Livonia, MI seeks a senior leader to oversee warranty and service programs across OEM partnerships. The role focuses on developing manuals, evaluating claims, and driving data-based improvements to service parts and warranties.

Ideal candidates will have 20+ years in automotive or heavy‑duty industries, with strong leadership and program development experience in OEM service organizations.

Qualifications

• Bachelor’s degree or higher in mechanical engineering or related field.
• Extensive experience in automotive/service warranty environments.
• Proven leadership of OEM service organizations or equivalent.
• Ability to build and manage cross-functional teams.
• Experience with r/1000 and CPU data analysis.

Responsibilities

• Lead development of engine diagnostics, repair procedures, and service manuals.
• Administer warranty agreements and lead monthly reviews with OEMs.
• Review claims and advise on pay/deny decisions.
• Analyze warranty data trends and recommend improvements.
• Develop manuals, training materials, and train-the-trainer programs.

Skills

Leadership experience

Data analysis

Warranty management

Team management

Program development

Education

Bachelor’s degree in mechanical engineering

Master’s degree preferred

Job description

At Roush, we fuse technology and engineering to provide product development solutions to customers across multiple industries. Widely recognized for engineering, testing, prototype, and manufacturing services to the transportation industry, Roush also supports aerospace, defense, and theme park sectors. With over 2,400 employees worldwide, our creativity and tenacity fuel big ideas on a global stage.

Responsibilities

Pre-Launch Activities

• Lead development of engine diagnostic procedures, engine repair procedures, engine service manual, and the engine owner’s manual.
• Design and lead train-the-trainer programs for service teams at the OEMs.
• Partner with customer and RPS engineering to create service parts / kits BOM.
• Manage development of service parts / kits.
• Lead creation of packaging for service parts / kits compliant with customer requirements.
• Ensure that the service parts / kits warehouse is properly inventoried for start of production (i.e., service fill).
• Be an active member of the team that will set up telematics for engine data collection and predictive analysis.
• Establish a process with the OEM customers to review warranty data and claims, on a monthly basis. This includes the approval, denial, and escalation of warranty claims under dispute.

Post Launch Activities

• Administer the warranty agreement with the OEM customer.
• Lead monthly warranty / claim reviews within RPS and with customer.
• Review claims submitted by OEM customer and make recommendations to General Manager regarding which to pay, and which to deny / challenge.
• Compile R/1000 and CPU data, assess trends, and make recommendations based on data.
• Identify product improvements to enhance customer satisfaction (service channel and end user) and reduce warranty spending.
• Evaluate on a regular basis engine data from telematics and use it for predictive purposes (warranty, emissions).
• Engage Roush compliance team when failure rates of emissions components reach internal and agency thresholds.
• Partner with Roush purchasing for warranty recovery from supply chain where appropriate.
• Ensure that RPS has the appropriate inventory level or parts / kits in warehouse based on trends driven by the service data.
• Understand the competitive landscape from a service, warranty and aftersales perspective and incorporate learnings into overall service, warranty and aftersales strategy.

Qualifications

• Bachelor’s degree in mechanical engineering or similar engineering degree. Other bachelor’s degrees in business will be considered.
• Minimum of 20 years in automotive, heavy-duty, or other related industry.
• Minimum of 10 years in or around product service specific areas.
• Minimum of 10 years leading a team.
• Leadership experience within an OEM service organization, preferably an engine / powertrain supplier serving the commercial vehicle and/or heavy-duty off-road market sectors.
• Knowledge of how to structure a service organization to meet the customer’s needs in a way that maximizes the overall performance of the service parts – financial and otherwise.
• Ability to function as an individual contributor and a manager of a team is essential as we build the capability while building the service parts part of the RPS business.
• Understanding of how to create and assess r/1000 and CPU data on a part number basis for the purposes of understanding and addressing product- and process-based warranty issues.
• Experience assessing warranty claims in the context of contractual obligations. This includes engagement with OEM warranty teams and dealing with potential conflicts around our acceptance / rejection of warranty claims.
• Experience developing manuals (owners, service, parts, etc.) and service procedures.
• Experience developing training materials and leading training programs with OEM in a train the-trainer environment.

Preferred Qualifications

• Master’s degree in engineering or business preferred.
• Experience leading a service, warranty and aftersales organization at a heavy‑duty OEM or tier‑1 supplier.
• Leading r/1000 and CPU data analysis on a part number basis and making recommendations to address product- and process‑based warranty issues.
• Leading warranty claims assessment process and making decisions based on contractual obligations. This includes negotiation with OEM warranty teams and dealing with potential conflicts around our acceptance / rejection of warranty claims.
• Leading the development of manuals (owners, service, parts, etc.) and service procedures.
• Leading the development of training materials and leading training programs with OEM in a train-the-trainer environment.

Benefits

• Medical, dental, vision, life insurance, earned sick time, STD, LTD, 401K, tuition reimbursement, paid vacation, paid holidays, and more.

Roush is an EO employer – Veterans/Disabled and other protected categories.

If you need a reasonable accommodation for our employment application process due to disability, please contact Roush Talent Acquisition at 734‑779‑7087.