JOB DUTIES: Leading a parts specialist team to answer parts related inquiries timely and give solutions, includes retrofit and alternative parts for discontinued parts, with support from engineering, parts operation, and purchasing. Collect unmet customer needs (UCN) from VOC/VOD. Develop and update parts technical guidelines includes RPL Guidelines, Service Level Reference, etc. Dealer training of parts systems and tools. Develop and lead a passionate team of customer focused and market-oriented professionals to ensure goals are achieved. SKILL: 1Customer Focus:. Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. 2 Service Excellence: Responds to unexpected customer requests with a sense of urgency and positive action. Documents customer complaints in a timely manner. 3 Problem Solving: Identifies, provides, and documents specific problems and resolution alternatives. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. 4 Decision Making and Critical Thinking: Applies an assigned technique for critical thinking in a decision-making process. Identifies, obtains, and organizes relevant data and ideas. Recognizes, clarifies, and prioritizes concerns. Assists in assessing risks, benefits and consideration of alternatives. 5 Effective Communications: Ability to effectively transmit, receive, and accurately interpret ideas, information. Cites examples of effective and ineffective communications. 6 Relationship Management: Establish and maintain healthy working relationships with clients, vendors, dealer, and peers. Monitors client satisfaction levels on a regular basis. Alerts own team to problems in client satisfaction.