Customer Support Manager

JOIN THE TEAM THAT’S POWERING PROGRESS

Building cities. Driving commerce. Saving lives. For over 100 years, Allison Transmission has powered the vehicles and technology that move our world forward.
What powers us? Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today, we’re driving progress everywhere because we employ top talent worldwide.  

Learn more about this role and how you can begin driving your career forward!

Job Title:

Customer Support Manager

Pay Grade:

T4

Job Description:

The Customer Support Manager is responsible for ensuring a positive Allison Transmission ownership experience. Accomplished by ensuring timely technical and commercial issue resolution with fleet customers, OEM’s, and channel partners. Customer Support Manager also maintains and develops an effective/efficient two tier distribution network within the designated area of responsibility.  Customer Support Manager will also promote the sales of existing product and OEM releases through a collaborative effort.

Key Responsibilities:

• Provide technical support to Allison Channel Partners and regional fleets, focused on supporting vehicle uptime  

• Timely escalation and reporting of emerging product issues to regional leadership and Allison global headquarters 

• Manage the Performance Rewards Program (PRP) within the region to drive improved customer satisfaction 

• Administration and maintenance of Distributor and Direct Dealer agreements 

• Ensure a consistent customer experience within the region through Channel Partner training and audits 

• Identification, assessment, and appointment of distributors and or dealers to ensure channel coverage is aligned with Allison Customer Support and growth initiative plans 

• Work cross-functionally to coordinate with respective regional channel partners to develop and execute effective business plans 

• Work with Regional Sales and Marketing teams to ensure local Customer Support plans, goals, and channel structure are aligned with the broader Allison Transmission business plan and customer needs 

• Plan pro-active customer engagement to support technical meetings and drive transmission sales, as well as aftermarket parts growth 

Qualifications

• Bachelor’s degree (preferred Engineering - Mechanical, Mechatronics, Electrical) or a technical field (such as automotive); minimum a Technical Diploma in Automotive or Mechanical Engineering. 

• Able to travel frequently, sometimes on short notice 

• Proficiency in English language (written and verbal) 

• Proficiency in local language and technical terminology (automotive engineering)  

Experience

• 7+ years’ professional experience  

• Strong technical knowledge, analytical skills, and hands-on experience with heavy-duty vehicles, automatic transmissions, or similar heavy-duty components/systems preferred.

• Troubleshooting and problem solving skills are critical. Experience in problem solving methodologies such as Red X, 8D, etc. are preferred.

• Strong organizations skills and disciplined work ethic 

• Good people and team-building skills. Effective communication skills with internal and external customers are required.

• Knowledge of failure mode analysis and problem solving techniques 

• Ability to make decisions independently, with appropriate level of guidance 

Primary Location:

Argentina

Additional Locations:

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age, race, color, sex, religion, creed, national origin, disability, sexual orientation, gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information, please contact us at [email protected].

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.