Field Technical Assistance Director

Stellantis Mopar Technical Service Operations is seeking a Field Technical Service Operations Director to provide strategic and operational leadership for field technical service across the North American market. This role leads the organization responsible for resolving complex vehicle concerns, strengthening dealer service execution, improving warranty performance, increasing customer satisfaction, and reducing vehicle buyback risk.

The Director provides leadership and direction to Technical Advisors for aligning field technical support, dealer assistance, and escalation management to enterprise priorities. The role serves as a senior liaison among Technical Service Operations, Field Operations, Customer Care, Quality Engineering, Supply Chain, dealer personnel, and third-party partners to improve repair timeliness, technical accuracy, warranty compliance, and customer outcomes.

This position establishes the operating strategy, performance expectations, processes, and accountability required to deliver consistent support across the dealer network. The Director translates field insights into corrective actions, process improvements, training priorities, system requirements, and executive recommendations that improve organizational effectiveness and service performance.

Duties Include:

• Provide strategic leadership and operational direction for field technical assistance and repair support activities across the North American market.
• Lead, coach, and develop Technical Advisors, establishing clear responsibilities, performance expectations, decision rights, and accountability for results.
• Establish and execute the field technical service strategy in alignment with customer satisfaction, vehicle repair, dealer performance, and buyback prevention objectives.
• Direct field support for complex diagnostic and repair concerns, emerging product issues, repeat repairs, customer escalations, and vehicles with elevated buyback risk.
• Support buyback prevention and reduction initiatives, ensuring timely case management, effective escalation, cross-functional alignment, and disciplined execution of corrective actions.
• Serve as executive sponsor for cross-functional initiatives involving Technical Service Operations, Field Operations, Customer Care, Quality Engineering, Supply Chain, Business Centers, dealer teams, and third-party partners.
• Define key performance indicators, targets, reporting requirements, and management routines that provide visibility into repair timeliness, case activity, dealer support, escalation trends, and program effectiveness.
• Analyze business and field performance data to identify trends, systemic barriers, execution gaps, and opportunities requiring leadership action or cross-functional intervention.
• Direct the development and enhancement of dashboards, reporting tools, case management processes, and system capabilities that improve decision-making, transparency, and accountability.
• Ensure field resources are effectively deployed based on business priorities, technical complexity, dealer needs, customer impact, and emerging product concerns.
• Champion consistent technical diagnostic and repair standards, effective root cause analysis, repair quality, warranty compliance, and timely resolution throughout the dealer network.
• Guide the development of training, mentoring, technical communication, and knowledge-sharing practices for field personnel and dealer service teams.
• Use field technical insights to support product quality improvements, service procedures, parts availability priorities, training needs, policy updates, and enterprise decisions.
• Identify organizational risks and resource needs, develop business cases and recommendations, and communicate priorities to senior and executive leadership.
• Develop and maintain executive-level presentations, business updates, operating reviews, process documentation, and strategic plans supporting organizational objectives.
• Promote a culture of customer focus, collaboration, accountability, continuous improvement, technical excellence, and compliance.
• Ensure programs and processes remain adaptable to changing business needs, product conditions, customer expectations, and organizational priorities.

Basic Qualifications:

• Bachelor's degree in Engineering, Automotive Technology, Operations, or a related discipline
• Ten or more years of progressive experience in automotive operations, field technical support, aftersales operations, customer experience, engineering, or related business functions
• Five or more years of experience leading managers or multi-level technical and operational teams
• Demonstrated experience leading large-scale, cross-functional programs and driving measurable business results
• Strong understanding of dealership service operations, automotive diagnostics and repair process, customer escalation management, and field support environments
• Demonstrated ability to develop strategy, translate priorities into operating plans, and establish accountability across geographically dispersed teams
• Advanced analytical and problem-solving capabilities, including the ability to identify systemic issues and develop effective corrective actions
• Strong financial and business acumen, with experience managing performance, resources, budgets, or warranty-related cost improvement initiatives
• Experience developing and using key performance indicators, dashboards, reporting solutions, and business reviews to manage results
• Advanced leadership, coaching, organizational, and change management skills
• Executive-level written, verbal, interpersonal, and presentation skills
• Ability to influence and align stakeholders across functions, organizational levels, dealerships, and third-party partners
• Ability to manage multiple strategic and operational priorities in a fast-paced environment with changing business needs
• Advanced proficiency in Microsoft applications, including Excel, PowerPoint, Teams, and Copilot
• Ability to travel regularly to support field operations, dealership visits, employee development, and business reviews

Preferred Qualifications:

• Master's degree in Business Administration, Engineering, Operations, or a related discipline
• Experience leading a national or multi-regional automotive field organization
• Experience with automotive diagnostics, technical escalation, product quality feedback, root cause analysis, and emerging issue management
• Experience with Stellantis or Mopar products and dealer network
• Experience leading vehicle buyback prevention, customer escalation, warranty administration, or repair cycle-time improvement initiatives
• Experience developing business requirements and implementing case management, reporting, analytics, or workflow solutions

Success in This Role:

• Builds a high-performing field technical service organization with clear priorities, defined accountability, strong leadership, and consistent execution. 
• Improves the timeliness and quality of complex vehicle diagnosis and repair while strengthening the dealer and customer experience. 
• Reduces vehicle buyback risk through proactive case management, effective escalation, cross-functional coordination, and disciplined corrective action. 
• Ensures Technical Advisor teams are aligned, capable, and equipped to support the dealer network effectively. 
• Creates clear visibility into performance, risk, workload, and results through meaningful metrics, dashboards, operating reviews, and executive reporting. 
• Identifies and removes systemic barriers that delay repairs, create repeat visits, or reduce customer satisfaction. 
• Converts field technical insights into improvements in product quality, service processes, technical information, training, policies, and organizational priorities. 
• Balances immediate operational needs with long-term strategy, organizational capability, process improvement, and system development. 
• Communicates clearly and credibly with employees, dealers, cross-functional partners, senior leaders, and executive leadership. 
• Demonstrates measurable progress against business objectives and adapts the organization as priorities, targets, and market conditions change.