Sr Mgr, Product Services

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

Job summary

STIHL Inc. in Virginia Beach, VA is seeking a senior leader to oversee the North American product service team, identifying and resolving technical, warranty, and customer acceptance issues while owning global quality collaboration for selected product groups.

You will supervise product service and parts specialists, manage spare parts inventory and service levels, and drive revenue growth and profitability for STIHL North America. Travel up to 25% may be required.

Qualifications

• Bachelor7s 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.

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.
• 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 STIHL7s position in the North American Market.
• All other duties and responsibilities as assigned.

Education

Bachelor7s degree in engineering or equivalent combination of education and experience

Job description

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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 benefitsincluding Medical, Dental & Vision Insurance
• Onsite Health & Wellness Centerfor employees and eligible family members
• Company-paid Life InsuranceandShort & Long-Term Disability
• Robust retirement offeringsincluding:
• A fully vestedPension Planafter 5 years
• A401(k)with generous employer match
• Paid time offin addition to 11 Paid Holidays
• A strong culture ofstability, 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.