Product Support Manager Job

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Date: Feb 1, 2024

Location: Denton, TX, US, 76205-7864

Company: PACCAR

Company Information

PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR also designs and manufactures advanced power trains, provides financial services and information technology, and distributes truck parts related to its principal business.

 

Peterbilt Motors Company

On highways, construction sites, city streets, logging roads - everywhere our customers earn their living - Peterbilt's red oval is a familiar symbol of performance, reliability and pride. Peterbilt has reigned as America's premium quality truck manufacturer since the company's founding in 1939. Our dedication to deliver products and services focused on improving customers' performance, image, profitability and peace of mind truly makes Peterbilt the Class of the Industry.

Requisition Summary

Peterbilt Motors Company is looking for a Product Support Manager to support PACCAR’s Service Management Platform. This is a critical service initiative utilized across the entire dealer network to improve communication with customers and to drive customer uptime.  The Product Support Manager will be responsible for on-going dealer support/training as well as using data to develop and measure platform utilization and to promote Best Practices. The successful candidate will use back-end data to create reports and dashboards to measure and monitor key performance indicators to drive quality usage and improved dealer performance across the Peterbilt Service Network.

Job Functions / Responsibilities

  • Become a subject matter expert for the Service Management platform.
  • Provide monthly utilization reports to dealers.
  • Develop and present program updates and information to PACCAR and Peterbilt Senior Management as requested.
  • Develop and maintain documentation to support Best Practices.
  • Provide coaching and supporting documentation to dealers to reduce time-to-repair and improve customer uptime.
  • Support fleet customers in the adoption and usage of the Service Management Fleet Portal.
  • Conduct onsite Service Management user training that results in full adoption of the platform.
  • Coordinate with other divisions to ensure consistent content and messaging of training materials.
  • Assist in the development and execution of a Standardized Service Process at all Peterbilt Dealerships.

Qualifications & Skills

  • Excellent organization, planning, and time management skills.
  • Strong written and verbal communication. Comfortable presenting to all levels within a dealership and Peterbilt including dealer principles and PACCAR senior Management.
  • Ability to develop strong working relationships with our customers and suppliers.
  • Aptitude for working independently with minimal supervision.
  • Ability to manage workload effectively to meet varying timelines and constraints.
  • Proficiency with Microsoft products including Excel, PowerPoint, Word and Publisher.
  • Experience with dealership operations preferred (particularly service departments).
  • Knowledge of PACCAR systems, programs and dealer network preferred.
  • Training and instructional experience preferred.
  • Ability to travel up to 30%.

Competencies

Act with Integrity
Aim for Success
Communication Skills
Demonstrate Adaptability
Drive for Results
Influence Others
Inspire Confidence
Lead Innovation and Quality Initiatives
Lead the Execution
Technical Acumen
Use Sound Judgment / Business Acumen

Education

B.S. in Marketing, Data Analytics or Business required. MBA preferred.

Genearl Description of all Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

  • 401k with up to a 5% company match
  • Fully funded pension plan that provides monthly benefits after retirement
  • Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
  • Tuition reimbursement for continued education
  • Medical, dental, and vision plans for you and your family
  • Flexible spending accounts (FSA) and health savings account (HSA)
  • Paid short-and long-term disability programs
  • Life and accidental death and dismemberment insurance
  • EAP services including wellness plans, estate planning, financial counseling and more

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Peterbilt promotes Diversity and Inclusion through mentorship, events, and affinity support groups – The Diversity Council, Peterbilt Women’s Initiative (PBWIN), Veterans Group, Peterbilt Black Organization for Leadership and Development (B.O.L.D) and ADVOCATE (An LGBTQ support group).

 

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