Senior Manager of Product Services

STIHL USA; Virginia Beach (VA); On-site; USD 141,000 - 172,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Pension Plan

401(k) with employer match

Paid holidays

Job summary

STIHL USA is seeking a senior leader to oversee the North American product service team, driving technical performance, warranty resolution, and service excellence. You will manage the spare parts assortment, inventory value, and service levels to support STIHL’s sales and profitability in North America.

You will supervise product service staff, coordinate root cause analyses with Quality and R&D, and ensure policy compliance across warranty processes.

Qualifications

• Bachelor’s degree in engineering or an equivalent combination of education and experience.
• At least 7 years of relevant work experience required.
• Up to 25% travel required.
• 2+ years of real-world technician experience repairing mechanical or electronic systems, preferably in outdoor power equipment.
• Advanced understanding of operation and repair of small engines and electric power tools.

Responsibilities

• Own technical performance of STIHL product in the North American Market; supervise investigations and root cause analyses.
• Supervise product service and parts specialists and drive their development and performance.
• Ensure efficient spare parts management and drive revenue growth and inventory cost control.
• Provide comprehensive operating, product application, and technical instructions to North American STIHL dealers.
• Oversee warranty administration, from registration to resolution and ongoing policy compliance.
• Own warranty cost reporting across the North American Market and analyze performance for improvements.
• Monitor competitive warranty, parts and service policies to strengthen STIHL’s position.
• All other duties as assigned.

Skills

Leadership

Technical leadership

Warranty management

Process improvement

Education

Bachelor’s degree in engineering

Job description

As a family-owned company, it’s the people who continue to make STIHL a successful, world-class brand. Since revolutionizing the forestry industry in Germany with the first electric chainsaw in 1926, the STIHL name has remained synonymous with outstanding innovations, high-quality products and comprehensive service.

With competitive compensation, excellent benefits and exciting growth potential, it is a great time to join the STIHL team!

Why You’ll Love Working at STIHL:

• Excellent health benefits including Medical, Dental & Vision Insurance


• Onsite Health & Wellness Center for employees and eligible family members


• Company-paid Life Insurance and Short & Long-Term Disability


• Robust retirement offerings including:


• A fully vested Pension Plan after 5 years


• A 401(k) with generous employer match


• Paid time off in addition to 11 Paid Holidays


• A strong culture of stability, community, and innovation


• Compensation: $141,000-$172,000 per year with bonus opportunities and potential for annual merit increases. Actual compensation will depend on experience, qualifications, and internal equity

About You

You will oversee the North American product service team to effectively identify, prioritize, and resolve technical, warranty, and customer acceptance issues with STIHL products, including global technical performance ownership of selected product groups. You will provide top level product and warranty support for the STIHL North America sales and service organization. You will own management of the STIHL North America Spare Parts assortment, inventory value, service levels to customers and revenue and profitability growth.

Job Duties & Responsibilities

• Own technical performance of STIHL product in the North American Market. Supervise the investigation and root cause analysis of product issues. Coordinate the resolution of these issues with Global Quality and R&D teams. Overall responsible for product quality in the North American market.


• Supervise product service and parts specialists, focusing on their professional development and performance. Set and achieve specific employee goals, identify training opportunities and needs, and ensure that all team members adhere to company policies and standards. This includes fostering a supportive environment that encourages continuous improvement and high performance.


• Ensure efficient spare parts management. Drive revenue growth and profitability, as well as inventory cost management through continuous process improvements, strategic initiatives and customer focus.


• Support delivery of comprehensive operating, product application, and technical instructions to North American STIHL dealers to enhance the customer service experience.


• Oversee the administration of warranty in the North American market, ensuring all warranties adhere to company policies. This includes managing the entire warranty process, from registration to resolution. Regularly review and update warranty policies to ensure compliance with industry standards and regulations.


• Own warranty cost and reporting across the North American Market. Track and report warranty cost in aggregate and down to the dealer or distributor level. Analyze warranty performance to identify deviations, trends and root causes. Develop, build alignment and execute appropriate actions where necessary.


• Monitor competitive warranty, parts and service support policies to identify opportunities, risks and actions to strengthen STIHL’s position in the North American Market.


• All other duties and responsibilities as assigned.

Specifications

• Bachelor’s degree in engineering or equivalent combination of education and experience required


• At least 7 years relevant work experience required


• Up to 25% travel required


• 2+ years of real-world technician experience repairing mechanical or electronic systems. Preferably in a business sector similar to the outdoor power equipment industry.


• Advanced understanding of operation and repair of small engines and electric power tools.