Director Product Support & Lifecycle Management

Roush Enterprises • Livonia, MI • 4h ago

At Roush, we fuse technology and engineering to provide product development solutions to customers in a diverse range of industries. Widely recognized for providing engineering, testing, proto@type, and manufacturing services to the transportation industry, Roush also provides significant support to the aerospace, defense and theme park industries. With over 2,400 employees in facilities throughout the United States, Europe, Asia, and South America, our unique combination of creativity and tenacity activates big ideas on a global stage. Roush Power Systems manufactures and sells world-class power systems for the on-road and off-road market sectors focused on class 4-8 commercial vehicles, mobile off-road, and stationary off-road equipment.

The Director Product Support and Lifecycle Management is a key member of the Roush Power Systems (RPS) leadership team and has overall responsibility for direct service, warranty, and aftersales for the RPS business. The position is specifically responsible for developing, implementing, improving, and managing processes for supplying service parts, managing warranty claims, and driving process and product improvements to improve customer satisfaction and reduce overall RPS warranty spending. This leadership position reports to the General Manager of RPS. This key role is located in Livonia, MI. As a Director Product Support & Lifecycle Management, you will:

Pre-Launch Activities:

Lead development of engine diagnostic procedures, engine repair procedures, engine service manual, and the engine owner's manual.

Design and lead train-the-trainer programs for service teams at the OEMs.

Partner with customer and RPS engineering to create service parts / kits BOM.

Manage development of service parts / kits.

Lead creation of packaging for service parts / kits compliant with customer requirements.

Ensure that the service parts / kits warehouse is properly inventoried for start of production (i.e., service fill).

Be an active member of the team that will set up telematics for engine data collection and predictive analysis.

Establish a process with the OEM customers to review warranty data and claims, on a monthly basis. This includes the approval, denial, and escalation of warranty claims under dispute.

Post Launch Activities:

Administer the warranty agreement with the OEM customer.

Lead monthly warranty / claim reviews within RPS and with customer.

Review claims submitted by OEM customer and make recommendations to General Manager regarding which to pay, and which to deny / challenge.

Compile R/1000 and CPU data, assess trends, and make recommendations based on data.

Identify product improvements to enhance customer satisfaction (service channel and end user) and reduce warranty spending.

Evaluate on a regular basis engine data from telematics and use it for predictive purposes (warranty, emissions).

Engage Roush compliance team when failure rates of emissions components reach internal and agency thresholds.

Partner with Rous

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