Manager, Service Planning

Job Summary

Develops and manages service manuals, bulletins, and other service readiness activities by coordinating with internal and external parties. Analyzes dealer/ICTA’s requests and plans and develops new service communication/commercial programs.

• Manages Service Shop Manual, Owner Manual, Technical/Warranty Service bulletins and other service materials development within budget and deadlines. Functions include planning, budgeting, and coordination with outside companies.
• Manages the development of web-based publications and vehicle diagnostic tools.
• Leads field fix process with INAC QA, Isuzu Japan International Service, ITCA Vehicle Compliance, AIPDN, MIS, ICTA Customer Relation and Brand Quality
• Leads and/or supports the creation of Service program with related ICTA departments.
• Monitors and maintains  with supplier Isuzu Global Service Systems (IGSS).
• Performs miscellaneous job-related duties as assigned.

• Reports to:
  
  AVP, Service Product Engineering
• Direct reports:
  Specialist, Service Planning

• Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering, Computer Engineering, Automotive Engineering, or a related technical discipline.
• A qualified candidate would typically have 7–10 years of related experience, including a combination of automotive service, technical publications, software development, and project management.
• Experience managing software vendors, statements of work, project budgets, schedules, deliverables, change requests, and performance.

• Understanding of manufacturing processes, warranty processes, service readiness, and service support requirements from a wholesale environment and impact to dealer or manufacturer operation
• Knowledge of related regulations such as Federal Motor Vehicle Safety Standards and Environmental Protection Agency requirements
• Familiarity with HTML, CSS, JavaScript, SQL, XML, JSON, or similar technologies.
• Familiarity with REST APIs and system-integration concepts.
• Familiarity with Git or other version-control platforms.
• Familiarity with Cloud environments such as Microsoft Azure or Amazon Web Services.
• Familiarity with Diagnostic authoring systems and vehicle communication tools.
• Familiarity with Adobe Frame Maker, InDesign, Acrobat, or structured authoring platforms

• Proficient with Microsoft Word, Excel, PowerPoint, Outlook, Teams, and SharePoint.
• Proficient with Project-management and issue-tracking tools such as Microsoft Project, Jira, Azure Dev Ops, Smartsheet, or similar systems.
• Proficient with Requirements-management and documentation tools.
• Excellent written and verbal communication skills

The employee must be able to access, enter, and retrieve data using a computer. This is primarily a sedentary position in a controlled office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records. Rare instances requiring lifting of light objects (25 – 60 lbs.).

Position requires approximately 10-25% travel, domestic and international, including overnight stays.

• Champions a culture of safety by ensuring all operations are conducted in full compliance with safety policies, procedures, and regulatory requirements. Promotes accountability and continuous improvement in safety practices at all levels
• Interprets and executes policies that typically affect subordinate organizational units
• Recommends modifications to operating policies
• Responsible for managing staff function or heads a centralized functional activity
• Accomplishes results through lower levels of supervision or through experienced levels of employees who exercise significant latitude and independence in their assignments
• Monitors work operations on a daily basis and actively assists, or provides direction to, subordinates as required.
• May perform ongoing tasks of organizational units
• Frequent contacts with inter-organizational and outside customer representatives at various management levels concerning operations or scheduling of specific…