Director of Customer Success

Since 1965, Stoneridge has designed and manufactured advanced, award-winning technologies including driveline and transmission actuation systems, vision systems, emissions control systems, safety systems, and security and monitoring systems for vehicle OEMs in the commercial vehicle, automotive, off-highway and agricultural vehicle markets. We’re focused on the areas of greatest market need – both today and tomorrow. Our core products and technologies are aligned with industry megatrends including safety and security, vehicle intelligence, fuel efficiency and emissions. Join the Stoneridge Team as we continue to build upon our strong history and reputation for quality products to deliver innovative products and systems that address a need, exceed our customers’ expectations, and motivate our team.

JOB SUMMARY:

Overall responsibility for the business results achieved by North American customers of the Fleet Products and Services business, and the service delivery teams required to deliver those results.  Success achieved through a combination of deep understanding of Fleet customers’ operational processes and business drivers, together with an ability to design, implement and manage highly structured operational delivery processes, leveraging internal and subcontracted delivery partners, to ensure that Stoneridge delivers its product and service processes with a predictable, highly reliable and efficient service operations. 

PRIMARY RESPONSIBILITIES:

Installation Process, Network and Partner Development

• Manage the development and maintenance of the “reference models” for how all Fleet Products and Services are installed on customer vehicles, collaborating extensively with related Stoneridge Centers of Expertise (e,g, Juarez for mechanical design and sourcing, Brazil for electrical, Solna/Novi for Software)
  • Mechanical integration designs, supporting engineering drawings, FEA analysis and validation, installer processes, supporting jig/tool development
  • Electrical integration designs, including schematics, harness specifications, layout and routing diagrams, installer pinning, routing and physical mounting guidelines
  • Software integration designs, including all required CAN messaging, vehicle and telematics APIs
• Target, identify and manage development and integration partners to realize the growth potential  of most attractive adjacent vehicle populations identified/prioritized by Product Management, operationalizing the identified opportunities to expand the addressable market, offsetting the cost of integration engineering required to enter new vehicle types/segments while protecting required margins for ongoing service and support, e.g.,
  • Specialty vehicle integrators/up-fitters, e.g., utility, energy, construction and military vehicle specialists
  • Specialty municipal and service fleets
  • Recreational vehicles
• Lead the recruitment and development of Stoneridge’s internal team of “master installers”, including overall utilization, quality/success rate and career progression
  • Hands-on, highly experienced master installers
  • Able to provide practical guidance to “reference design” teams, on the implications of design decisions in practice – what makes something more/less reliable, time-consuming to install
  • Willing and capable of leading training and certification of customers’ internal installation teams and other third-party installers
• Lead the negotiation of commercial terms, operational and quality management programs with third-party installers
  • Terms under which Stoneridge is willing to supply its products, including financial, training and quality management process adherence
  • Implementation and ongoing utilization of data-driven systems to manage the installer channel (e.g., required registration of individual installers with Stoneridge, and tracking every installation and service activity back to individual installer, product asset ID’s and vehicle VIN)
  • Active tracking and management of quality, service events, warrantee claims, etc., to ensure that customer success is not compromised by third-party channels and installers’ performance

Customer ROI Management

• Work closely with Marketing Analytics and Segmentation function to ensure that the segmentation of potential Fleet customers takes into account the practical realities of how they realize value from Stoneridge products (and how much)
• Lead the development of close collaborative relationships with the Operations leadership of Stoneridge’s most strategic fleet accounts (e.g., Trucking Alliance members with >5,000 vehicles) to develop first-hand knowledge of how Stoneridge’s product and service delivery operations impacts the