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.

PRINCIPAL DUTIES & RESPONSIBILITIES

• 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 IsuzuTruckService.com with supplier Isuzu Global Service Systems (IGSS).
• Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS

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

EDUCATION, EXPERIENCE & TRAINING

• 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.

KNOWLEDGE

• 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 FrameMaker, InDesign, Acrobat, or structured authoring platforms

SKILLS & ABILITIES

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

PHYSICAL STANDARDS

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.).

TRAVEL REQUIREMENTS

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

MANAGEMENT ACCOUNTABILITIES

• • 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 phases of projects
  • Conducts briefings and participates in technical meetings for internal and external representatives concerning specific operations

PAY SCALE

The pay scale for this position is between $107,746 and $137,376. The actual compensation will be determined based on experience and other factors permitted by law.

Exceptional Perks That Go Beyond the Basics
Join a workplace that invests in your well-being—mind, body, and future:

• Comprehensive Health Coverage
  Medical, dental, vision, and fertility benefits to support you through every stage of life
• Fertility & Family-Building Support through WIN Fertility: Includes Adoption & Surrogacy Benefits, WINMaternity, and PowerPause, offering up to $25,000 in lifetime benefits for fertility-related services such as IVF, IUI, and preconception support
• Generous Time Off
  Enjoy a healthy work-life balance with paid vacation, 15 paid holidays annually, sick leave, parental leave, and MTO (Miscellaneous Time Off) for volunteering or a compelling personal need
• Smart Retirement Planning
  Build long-term financial security with a 401(k) plan featuring a company match and an additional Annual Retirement Contribution (ARC)
• Peace of Mind
  Company-paid Basic Life and AD&D Insurance, as well as Travel Insurance, so you're covered wherever life takes you
• Wellness Program
  Access a variety of tools and resources designed to support your physical and mental well-being
• Tuition Reimbursement
  Pursue continued education with financial support for job-related coursework, degree programs, and professional growth
• Exclusive Employee Discounts
  Save on insurance, travel, entertainment, car purchases/rentals, retail purchases, and more