Rolls-Royce
Duty 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: Analyze current CCC processes and develop improvement projects focused on improving service targets including establishing project metrics to gauge effectiveness. Function as the main point of contact for assigned applications for RRPS Customer Service, Service Partners and equipment users worldwide for all high-priority operational service calls and resolutions. Responsible for the Case Management System integrity including capturing all service-related inquiries, categorization and prioritization of inquiries as per fault level, criticality and date/time requirements of equipment users in AOR. Responsible for monitoring and improvement of all KPI measures being monitored for global and NALA CCC KPI's within the assigned team. Maintain high level of communication with our distributors and subsidiaries to address pain points related to service support and define correct levels for communicating information back to RRPS. Support monthly distribution calls to provide up to date and relevant information to the network on responsible applications as needed or requested by the 2nd level service managers. Initiate resolution processes including fault analysis, spare parts and logistics, field deployment, mutually agreed plans with relevant customers and implementing the corresponding solutions for complex high-priority service inquiries. Guide continuous improvement of operational and logistical customer care service process flows with the aim of improving customer satisfaction. Undertake negotiations with internal RRPS sources and approved external suppliers with a view to discussing possible solutions and selecting those appropriate to get customer back in operation successfully. Function as a mentor for other case workers associated within the same team by example and encouraging "best in class." Coordination and monitoring of all requisite actions related to finding solutions and having them implemented by supporting functions (e.g. Quality, Development, Order Management, etc.). Ensuring smooth, effective communication with customers/service partners in close consultation with RRPS service partners and internal customer contacts. Provide back-up for other Duty Managers and ensure quality of service coverage is met in their absence. 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. Promote and support Health, Safety and Environmental activities within the company. Assist and support the pool engine/service replacement engine management process used by the team. Basic Requirements: Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Bachelor's Degree in Engineering Technology, Engineering and 5 years of service management, service engineering or project management experience in a heavy-duty manufacturing environment; or 9 years of service management, service engineering or project management experience in a heavy-duty manufacturing environment. Willing to travel for business purposes up to 10% of time. Willingness and flexibility to be available for a non-standard work schedule when needed in a service support role. Preferred Qualifications: Excellent analytical and creative problem-solving skills when problems are very complex. Excellent organizational, planning, documentation and follow-up skills. Excellent negotiating competence and resilience to influence others in an intercultural business environment. Excellent ability to work with limited supervision, under management by objectives (MBO) and under multiple priorities. Excellent oral, written and presentation communication skills. Strong knowledge of the Service, Logistics, Order Management, etc. functions. Strong mechanical or electrical knowledge of engines and tools, including their designs, controls, uses, repair, and maintenance, to guide in major engine overhauls and engine troubleshooting diagnostics of diesel/gas engines and components. Strong interpersonal skills and the ability to work effectively through others. Good knowledge of RRPS product portfolios and their uses and applications. Proficient with MS Office Suite. Knowledge of Diesel or NG engines, distributed energy systems, propulsion and drive systems. Working knowledge of SAP. Rolls-Royce is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics. At Rolls-Royce, we are committed to creating a workplace where all employees feel respected, supported, and empowered to do their best work. We foster a welcoming and innovative work environment that invests in you, giving you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference. Location: Mankato, MN Pay Range: $90,985 - $136,477 Annually 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.
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: Analyze current CCC processes and develop improvement projects focused on improving service targets including establishing project metrics to gauge effectiveness. Function as the main point of contact for assigned applications for RRPS Customer Service, Service Partners and equipment users worldwide for all high-priority operational service calls and resolutions. Responsible for the Case Management System integrity including capturing all service-related inquiries, categorization and prioritization of inquiries as per fault level, criticality and date/time requirements of equipment users in AOR. Responsible for monitoring and improvement of all KPI measures being monitored for global and NALA CCC KPI's within the assigned team. Maintain high level of communication with our distributors and subsidiaries to address pain points related to service support and define correct levels for communicating information back to RRPS. Support monthly distribution calls to provide up to date and relevant information to the network on responsible applications as needed or requested by the 2nd level service managers. Initiate resolution processes including fault analysis, spare parts and logistics, field deployment, mutually agreed plans with relevant customers and implementing the corresponding solutions for complex high-priority service inquiries. Guide continuous improvement of operational and logistical customer care service process flows with the aim of improving customer satisfaction. Undertake negotiations with internal RRPS sources and approved external suppliers with a view to discussing possible solutions and selecting those appropriate to get customer back in operation successfully. Function as a mentor for other case workers associated within the same team by example and encouraging "best in class." Coordination and monitoring of all requisite actions related to finding solutions and having them implemented by supporting functions (e.g. Quality, Development, Order Management, etc.). Ensuring smooth, effective communication with customers/service partners in close consultation with RRPS service partners and internal customer contacts. Provide back-up for other Duty Managers and ensure quality of service coverage is met in their absence. 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. Promote and support Health, Safety and Environmental activities within the company. Assist and support the pool engine/service replacement engine management process used by the team. Basic Requirements: Applicants must be authorized to work for any employer in the U.S without sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Bachelor's Degree in Engineering Technology, Engineering and 5 years of service management, service engineering or project management experience in a heavy-duty manufacturing environment; or 9 years of service management, service engineering or project management experience in a heavy-duty manufacturing environment. Willing to travel for business purposes up to 10% of time. Willingness and flexibility to be available for a non-standard work schedule when needed in a service support role. Preferred Qualifications: Excellent analytical and creative problem-solving skills when problems are very complex. Excellent organizational, planning, documentation and follow-up skills. Excellent negotiating competence and resilience to influence others in an intercultural business environment. Excellent ability to work with limited supervision, under management by objectives (MBO) and under multiple priorities. Excellent oral, written and presentation communication skills. Strong knowledge of the Service, Logistics, Order Management, etc. functions. Strong mechanical or electrical knowledge of engines and tools, including their designs, controls, uses, repair, and maintenance, to guide in major engine overhauls and engine troubleshooting diagnostics of diesel/gas engines and components. Strong interpersonal skills and the ability to work effectively through others. Good knowledge of RRPS product portfolios and their uses and applications. Proficient with MS Office Suite. Knowledge of Diesel or NG engines, distributed energy systems, propulsion and drive systems. Working knowledge of SAP. Rolls-Royce is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics. At Rolls-Royce, we are committed to creating a workplace where all employees feel respected, supported, and empowered to do their best work. We foster a welcoming and innovative work environment that invests in you, giving you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference. Location: Mankato, MN Pay Range: $90,985 - $136,477 Annually 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.