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.