Sr. Regional Product Support Manager

Title: Sr. Regional Product Support Manager

Pioneer the next generation of innovation. Join us and youll develop your skills and expertise to the very highest levels working in an international environment for a company known the world over for its brilliance.

Key Accountabilities:

• Manage assigned service area and account responsibilities from a total after sales support/penetration perspective by developing and maintaining a close working relationship with local OEMs direct accounts distributor and dealer representatives as well as customers.
• Identify business opportunities for MTU after sales products (including remanufactured products digital solutions and connectivity) and submit to Service Sales.
• Provide guidance and support for customers in prospecting for new parts remanufactured parts and engines Connectivity products and genuine MTU consumable product business.
• Contact OEMs distributors dealers system integrators and endusers on a regular basis to discuss service support Oversee and investigate policy matters in the field using the Product Support Policy Manual and a fair and equitable perspective thereby creating customer goodwill and future sales
• Oversee and perform field inspections of failed parts to identify primary cause of failure and reduce future incidents through reporting using the available tools i.e. FiRe C4S FFRs... Assist in checking component parts to assure conformance or nonconformance with specifications. Report on field inspections
• Work together with distributors and dealers to quickly address customer complaints when they occur to avoid/reduce costs required to settle errant complaints
• Work with distributors in AOR to ensure that they are providing Fast Feedback Reports Customer Care Center tickets and technical feedback on requested products and failures
• Identify and resolve customer concerns and complaints in a timely and satisfactory manner
• Keep management advised of sales trends workload projects and major product concerns. Monitor implement and evaluate MTUs procedures policies and agreements to increase customer awareness and compliance
• Ensure that parts inventory levels are enough to provide quality service support to MTU customers and report any concerns to management.
• Prepare and present professional sales & service presentations to customers management and staff
• Maintain knowledge of MTU products applications after sales systems procedures and policies
• Promote distributor and dealer training with regards to systems products programs and promotions to enhance MTUs position with local service providers.
• Ensure service modifications and campaigns are being properly assigned and completed by the distributor.
• Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct.
• Perform special projects as required.

Basic Requirements:

• Bachelors degree in Engineering or Business Management and 5 years of applicable experience in service support within aftersales; or 9 years of experience in service support experience within after sales
• Ability and willingness to travel (5090%) domestic and international on short notice

Preferred Qualifications:

• Excellent knowledge of principles and processes for providing customer services. This includes customer needs assessment meeting quality standards for services and evaluation of customer satisfaction
• Excellent oral and written communication skills
• Excellent ability to be a selfstarter and work for extended periods without supervision
• Excellent problemsolving skills and ability to make decision on their own
• Excellent organizational planning and follow up skills
• Excellent interpersonal skills and the ability to work effectively with others
• Strong analytical ability to handle very complex issues
• Strong leadership/negotiation skills
• Strong knowledge of heavyduty diesel engines or comparable diesel products and policies
• Proficient with PC and MS Office Suite
• Knowledge of MTU organization (products policies & procedures)
• Knowledge of SAP operating system

RollsRoyce is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics.

At RollsRoyce we are committed to creating a workplace where all employees feel respected supported and empowered to do their best work. We foster a welcoming and innovative work environment that invests in you giving you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference.

Benefits

The Business Unit Power Systems of RollsRoyce provides worldclass power solutions and complete lifecycle support under our product and solution brandmtu. Through digitalization and electrification we strive to develop drive and power generation solutions that are even cleaner and smarter and thus provide answers to the challenges posed by the rapidly growing societal demands for energy and mobility.

We deliver and service comprehensive powerful and reliable systems based on both gas and diesel engines as well as electrified hybrid systems. These clean and technologicallyadvanced solutions serve our customers in the marine and infrastructure sectors worldwide.