Offer summary

Qualifications:

Bachelor’s degree in Engineering or Business Management or 7 years of relevant experience in service support within after-sales., Strong knowledge of customer service principles and processes, including needs assessment and satisfaction evaluation., Excellent communication, problem-solving, and organizational skills, with the ability to work independently., Familiarity with MTU products, policies, and SAP operating system is preferred..

Key responsibilities:

Manage service area and account responsibilities, maintaining relationships with OEMs, distributors, and customers.

Identify business opportunities for after-sales products and provide guidance for customer inquiries.

Conduct field inspections of failed parts and report findings to reduce future incidents.

Prepare and present sales and service presentations while ensuring compliance with company policies.

Job description

Job Description

Title: Regional Product Support Manager

Pioneer the next generation of innovation. Join us and you’ll develop your skills and expertise to the very highest levels, working in an international environment for a company known the world over for its brilliance.

Key Accountabilities:

Manage assigned service area and account responsibilities from a total after sales support/penetration perspective by developing and maintaining a close working relationship with local OEMs, direct accounts, distributor and dealer representatives
Identify business opportunities for MTU after sales products (including remanufactured products, digital solutions and connectivity) and submit to Service Sales.
Provide guidance and support for customers in prospecting for new parts, remanufactured parts and engines, Connectivity products and genuine MTU consumable product business.
Contact OEM's, distributors, dealers, direct customers, system integrators and end-users on a regular basis to discuss service support, Oversee and investigate policy matters in the field using the Product Support Policy Manual and a fair and equitable perspective thereby creating customer goodwill and future sales
Oversee and perform field inspections of failed parts to identify primary cause of failure and reduce future incidents through reporting using the available tools i.e. FiRe, C4S, FFR’s... Assist in checking component parts to assure conformance or non-conformance with specifications. Report on field inspections
Work together with distributors and dealers to quickly address customer complaints when they occur to avoid/reduce costs required to settle errant complaints
Work with distributors in AOR to ensure that they are providing Fast Feedback Reports, Customer Care Center tickets and technical feedback on requested products and failures
Identify and resolve customer concerns and complaints in a timely and satisfactory manner
Keep management advised of sales trends, workload, projects, and major product concerns. Monitor, implement and evaluate MTU's procedures, policies and agreements to increase customer awareness and compliance
Ensure that parts inventory levels are enough to provide quality service support to MTU customers and report any concerns to management.
Prepare and present professional sales & service presentations to customers, management and staff
Maintain knowledge of MTU products, applications, after sales systems, procedures and policies
Promote distributor and dealer training with regards to systems, products, programs and promotions to enhance MTU’s position with local service providers.
Ensure service modifications and campaigns are being properly assigned and completed by the distributor.
Promote a compliance culture in area of responsibility and live the letter and the spirit of the Rolls Royce Code of Conduct.
Perform special projects as required.

Basic Requirements:

Bachelor’s degree in Engineering or Business Management and 3 years of applicable experience in service support within after-sales; or 7 years of experience in service support experience within after sales
Ability and willingness to travel (50-70%) - domestic and international

Preferred Qualifications:

Strong knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
Knowledge of MTU organization (products, policies & procedures)
Knowledge of SAP operating system
Strong oral and written communication skills
Strong ability to be a self-starter and work for extended periods without supervision
Strong problem-solving skills and ability to make decision on their own
Strong organizational, planning and follow up skills
Strong interpersonal skills and the ability to work effectively with others
Good analytical ability to handle very complex issues
Good leadership/negotiation skills
Good knowledge of power generation system, heavy duty diesel/gas engines or comparable gen set systems products and policies

Rolls-Royce is a Military Friendly Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. You can learn more here.

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realize their full potential. You can learn more about our global Inclusion strategy here.

Job Posting Date

08 May 2025; 00:05

Pay Range

$90,985 - $136,477-Annually

Location:

Working from home US

Benefits

Rolls-Royce provides a comprehensive and competitive Total Rewards package that includes base pay and a discretionary bonus plan. Eligible employees may have the opportunity to enroll in other benefits, including health, dental, vision, disability, life and accidental death & dismemberment insurance; a flexible spending account; a health savings account; a 401(k) retirement savings plan with a company match; Employee Assistance Program; Paid Time Off; certain paid holidays; paid parental and family care leave; tuition reimbursement; and a long-term incentive plan. The options available to an employee may vary depending on eligibility factors such as date of hire, and employment type.

The Business Unit Power Systems of Rolls-Royce provides world-class power solutions and complete life-cycle support under our product and solution brand mtu. Through digitalization and electrification, we strive to develop drive and power generation solutions that are even cleaner and smarter and thus provide answers to the challenges posed by the rapidly growing societal demands for energy and mobility.

We deliver and service comprehensive, powerful and reliable systems, based on both gas and diesel engines, as well as electrified hybrid systems. These clean and technologically-advanced solutions serve our customers in the marine and infrastructure sectors worldwide.

Required profile