Manager, Technical Service

Polaris; Atlanta (GA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

Employee Stock Ownership Plan

Paid time off

Job summary

Polaris is seeking a Technical Service Manager to lead and execute our strategy delivering world-class technical and diagnostic support to Polaris dealer partners in Off‑Road and On‑Road segments. The role focuses on building strong relationships with dealer technicians, guiding continuous improvement, and aligning cross‑functional teams to deliver value.

You will manage the technical service team, develop career growth plans, and drive results through clear objectives.

Qualifications

• Requires a 4-year bachelor’s degree in Business or Engineering (preferred) and 5+ years of technical experience with emphasis on process improvement, technical competency, and diagnostics.
• Proven leadership of large teams and ability to develop career growth plans.
• Excellent written and verbal communication skills and ability to work under pressure.

Responsibilities

• Lead the Off‑Road and On‑Road technical service team, ensuring timely handling of dealer inquiries and accurate service documentation.
• Drive cross‑functional collaboration to improve service levels, vehicle uptime, and knowledge management.
• Define development plans for individuals and teams to continuously enhance performance and capabilities.
• Lead strategic initiatives to reduce dealer diagnostic challenges and drive process improvements across departments.

Skills

Leadership

Communication

Process improvement

Diagnostic development

Team development

MS Office & CRM

Education

Bachelor's degree in Business or Engineering

Tools

AS400

Oracle

Showcase

CRM

Job description

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, identify and execute initiatives that deliver service business solutions and value to our dealer network, and lead the evolution of the technical service function through process and quality enhancements, cross‑functional business integration, and continuous improvement.

Team Development and Leadership

• 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

• 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 vehicle uptime.
• Monitor and manage 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 and 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

• Identify and implement changes to reduce dealer technician diagnostic challenges that result in reduced contacts and improved vehicle uptime.
• 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 in Business or Engineering related fields (preferred) and 5 years technical experience emphasizing 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, agriculture, heavy equipment or similar industry.

Working Conditions

Fast‑paced office environment.

10% travel.

Not eligible for sponsorship.

Benefits

Polaris offers a comprehensive suite of benefits, including health, dental and vision insurance, wellness programs, paid time off, gym and personal training reimbursement, life insurance and disability coverage. In addition, Polaris provides a competitive pay plan with profit‑sharing, an Employee Stock Ownership Plan, discounted employee stock purchase plan, and a 401(k) plan with generous matching contributions. The Polaris Foundation offers volunteer time off.

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.