Director Technical Support

Oshkosh Corporation Appleton , WI 54914

Posted 2 months ago

Fire and Emergency

JOB SUMMARY:

The Director Technical Support is responsible for directing all aspects of the department (technical training, technical publications, warranty, branch service facility, and technical call center operations) to create a world-class customer experience for the global dealer network and end-customers. The Director Technical Support will be given broad authority to define the strategy and tactics to improve overall customer satisfaction and will continue efforts to implement the People First culture through the organization to enable increased levels of customer service and support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

These duties are not meant to be all-inclusive and other duties may be assigned.

  • Design and direct the work of several functional areas by selecting, coaching and developing team members through setting goals that will align with company strategy to inspire and motivate others.

  • Select and manage talent through performance management and development and succession planning.

  • Develop strong collaborative relationships with key stakeholders across the company to execute projects, address key dealer and end-customer complaints and implement key company initiatives.

  • Provide oversight to the Technical Publications department process. Work to define new capabilities that transform technical manuals using the latest technologies and techniques. Ensure documentation supports Fire & Emergency products throughout their lifecycle.

  • Lead the development, implementation, and management of warranty administration "best practices" through a business-to-business channel. Partner with the dealer network to create positive thought leadership and change.

  • Assist in strategic planning for the organization. Identify, analyze, assess, define, and prioritize key initiatives, metrics, and goals.

  • Increase access to technical training via strategies and tactics that leverage people, process, and tools, in-person classes, training truck etc.

  • Work closely with dealers and end-customers regarding failures of the product. Develop processes to schedule field or branch service to repair defects which cannot be repaired by the dealer network. Ensure repairs are made timely and to the dealer and end-customers' expectations.

  • Track, analyze, and review key performance indicators to ensure service, quality, and cost are being controlled, managed, and improved to reach established goals and targets.

  • Represent the organization at dealer sales meetings, performance reviews, or specific stakeholder meetings/events. Present a professional image to the organization.

MINIMUM QUALIFICATIONS:

  • Bachelor's Degree in a related field.

  • Ten (10) years of relevant experience.

  • Three (3) years of management experience.

  • Ability to travel up to 50% of the time.

Oshkosh Corporation is an Equal Opportunity and Affirmative Action Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.


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Director Technical Support

Oshkosh Corporation