Global Diagnostic Tools Support and Quality Manager

We are seeking an experienced and results-driven Global Diagnostic Tools Support & Quality Manager to provide strategic leadership for global governance, performance, and continuous improvement of Diagnostic Tools Technical Support and Quality Operations. This role provides leadership across global diagnostic support, quality, business systems, dealer enablement, technology deployment, and program management to ensure a world-class experience for dealers, aftermarket customers, and internal stakeholders.

The successful candidate drives cross-functional collaboration by partnering with Engineering, ICT, Aftersales, and regional organizations to deliver innovative diagnostic solutions that improve operational performance, dealer satisfaction, and business results.

Roles and Responsibilities:

• Lead global governance for dealer diagnostic tool technical support, escalation process, helpdesk technology, and performance metrics
• Manage North America (NA) diagnostic tool support operations for Stellantis dealers and aftermarket customers, including KPIs monitoring, incident and escalation management, cross-functional collaboration, helpdesk technology deployment, and executive KPI reporting
• Lead global governance and continuous improvement initiatives for diagnostic tool quality.
• Manage NA dealer pilot programs and provide support for Stellantis internal and field users, including issue escalation, diagnostic tool enhancements, technical communications, knowledge management, competitive technology analysis, and dealer engagement for tool improvements.
• Lead the strategy, development, and operational support of global diagnostic business platforms, including the wiTECH Hardware & Software Sales Portal, Global wiTECH Tool Registration System, and Global Diagnostic Licensing System.
• Lead the global rollout and governance of wiTECH system across Stellantis and partner dealer networks, driving cross-functional collaboration, market readiness, stakeholder communications, training, adoption, and technical support to ensure successful deployment
• Responsible for diagnostic programs management including creation of new programs awareness to global cross-functional teams, diagnostic budget process, partner with ICT for new programs’ assessment, global launch readiness reporting, and development and rollout of Launch Readiness Tracker Software Application.
• Lead wiTECH dealer and aftermarket business operations, tool licensing, large customers relationship management, revenue and sales performance, financial forecasting, compliance governance, and strategic business growth

Basic Qualifications:

• Bachelor's degree in Engineering, Information Technology, Computer Science, Business, or related field.
• Minimum 10 years of experience in automotive diagnostics, technical support operations, program management, business systems, or related disciplines.
• Demonstrated leadership experience managing global programs, support organizations, or technology operations.
• Experience working with dealer networks, aftermarket solutions, vehicle diagnostics, and automotive technology platforms.
• Strong understanding of service management, governance frameworks, KPI management, quality systems, and continuous improvement methodologies.
• Proven ability to lead cross-functional teams and influence executive-level stakeholders.

Preferred Qualifications:

• Experience with automotive diagnostic tools, and dealer service operations.
• Knowledge of enterprise business systems, software deployment, licensing platforms, and digital transformation initiatives.
• Global program management and international stakeholder leadership experience.