Technical Assistance & Field Process Lead

Stellantis Mopar Service, Parts & Customer Care Organization is currently seeking a dynamic and results-driven Process Lead to lead our Technical Assistance and Field Support division. This role is responsible for building and developing high-performing functional teams to execute process improvement initiatives and ensure exceptional service delivery. The ideal candidate will be a strategic thinker with a strong operational mindset, capable of driving performance through data, collaboration, and continuous improvement.

Key Responsibilities:

Team Leadership & Development

• Build and lead cross-functional teams focused on technical assistance and field support.

• Foster a culture of accountability, innovation, and continuous learning.

• Set, plan, prioritize and manage multiple projects in a technical and business environment. 
• Agile mindset, capable of quickly adapting to changing priorities and business needs.

KPI Monitoring & Performance Management

• Establish, track, and analyze key performance indicators (KPIs) for Technical Assistance and Field Support.

• Use data-driven insights to identify trends, gaps, and opportunities for improvement.

• Report regularly on performance metrics to senior leadership and recommend corrective actions as needed.

Process Improvement & Project Execution

• Lead the planning and execution of process improvement projects that enhance service efficiency, quality, and customer satisfaction.

• Collaborate with internal stakeholders to identify pain points and implement scalable solutions.

• Apply methodologies to streamline operations and reduce waste.

Strategic Planning & Execution

• Contribute to the strategic direction of the business unit by identifying emerging needs and future capabilities.

• Develop and manage budgets, resource plans, and timelines for key initiatives.

Qualifications Basic Qualifications:

• Bachelor’s degree in Business, Management, Engineering, Quality or a closely related field 
• 5+ years of leadership experience with proven ability to develop effective working relationships with internal and external users/customers and stakeholders 
• 5+ years of project management experience
• Strong supervisory, presentation, communication and writing skills 
• Self-motivated with a commitment to team orientation 
• Ability to interact effectively with various management levels 
• Ability to multi-task and prioritize in a challenging and fast-paced work environment 
• Ability to deal effectively with a wide range of dealership personnel and field operations staff 
• Proficient in Microsoft Office – Excel, PowerPoint, Access, Word

Preferred Qualifications:

• 5 years or more experience with Dealership &/or Field systems and processes 
• Existing, positive, relationships within engineering and quality organizations 
• Microsoft SharePoint, Power Automate and PowerBi skills