OUR WOW FACTOR WHAT WE DELIVER · 2020-03-12 · WHAT WE DELIVER • Service repair plans for vehicles in the field • Effective resolutions for dealer and fleet complaints • Technical

SERVICE – LISLE

FIND WHAT INSPIRES YOU

OUR WOW FACTOR

• Three teams that support order management, claims and returns and part identification

• Support dealer network Monday through Saturday, and on most holidays

• 100% phone coverage during hours of operation

• 130,000+ calls taken with over 85,000 case files resolved per year

WHAT WE DO

• Handle all Parts Distribution Centers and direct-ship order questions from the North Ameri-can dealer network

• Perform upgrades, cancellations, routing / shipping changes, status / ETA requests, shipment tracking, part setups and pricing follow-ups

• Process part claims or returns for our network of dealers

• Verify claims and updates for dealers during the investigation process

• Issue credits / debits as needed after deep research and verifica-tion of company guidelines

• Take questions from the Navistar dealer network about identification of specific parts per vehicle

• Research specifications of parts using engineering data, cracking vehicle build coding and cross-ref-erencing all of Navistar parts records

WHAT WE DELIVER

• Quick and accurate answers that ensure dealers can support customers fast

• Answers to parts related questions through Dealer Hotline

• Ad hoc customer support and continuous improvement projects for dealer network and sales team care

• Every day offers new chal-lenges. Interacting directly with our dealers and major customers guarantees that serviced trucks are back on the road quickly. When our dealers hit a snag, they look to us for support. We are constantly learning and tweaking our customer service support for greater effectiveness.

WHO WE SEEK TO JOIN US

We want collaborative employees with outstanding people and prob-lem-solving skills; people who thrive in a fast-paced, high-pressure envi-ronment where prompt answers are critical for maximizing customer satisfaction.

Parts Technical

SERVICE – LISLE


Uptime Team

OUR WOW FACTOR

• We respond to ~120 legacy case escalations per year

• We identified 134 fault codes for Virtual Triage program on units with A26 and N13 engines

• We know the Parts probability and repair time analysis for Virtual Triage for the top 20 fault codes for A26 and N13

• We provide technical inputs to the Virtual Triage pilot program and have contributed to the program’s expansion to multiple customers and engine platforms

WHAT WE DO

• Support the Virtual Triage Uptime Initiative by responding to requests for assistance, developing new processes and improving current processes

• Create and maintain Virtual Triage inputs such as fault code inclusion list, parts probability, repair time windows and leeway

• Conduct data analysis, mostly related to Virtual Triage and customer uptime

• Document processes and apply Lean methods

• Coordinate resolution of (non- command center) escalations

WHAT WE DELIVER

• Legacy escalation case file response time

• Process documentation and development

• Fault codes, parts probability and leeway factors for the Virtual Triage program

• We work with other Navistar departments and functional areas to develop new processes and supply vital support for achieving customer-focused improvements.


The ideal person would be a skilled communicator and problem -solver; a data-based decision maker who can work in a cross- functional environment.

SERVICE – LISLE


Technical Service Support

OUR WOW FACTOR

• Communicate diagnostic and repair recommendations and procedures to the service network

• Close 21,000 cases per year with 25 employees

• Offer worldwide support with less than 10% travel

WHAT WE DO

• Coordinate and oversee diagnostic and repair support for our dealer network through system case files, phone calls from the technical service hotline and onsite dealer visits

• Act as individual contributors with strong focus on knowledge sharing among team members in a fast-paced, collaborative envi-ronment

• Support all truck, engine and bus systems

WHAT WE DELIVER

• Case file repair duration and response time

• Development and implementation of repair support policies and procedures

• Consistent application of published diagnostics and repair procedures

WHAT MAKES US UNIQUE

Diversity of diagnostic and repair support for our dealer network keeps our work fresh. Being on the front line of emerging issues and collaborating with other functional areas allows us to positively affect corrective actions, customer perceptions and product reliability.


A customer-focused person with both functional and technical abilities who can successfully manage ambiguity, stay balanced under conflicting demands and be decisive under pressure will be a good fit.

SERVICE – LISLE


Warranty

OUR WOW FACTOR

• Reviews 640,000 claims

• Focused on implementing efficien-cies to drive savings

• Conducts 8 warranty training classes per year

WHAT WE DO

• Manage warranty policy, proce-dure and administration for all past and current products, as well as development of warranty polices and related governance materials

• Issue prior approval for paint and body related matters

WHAT WE DELIVER

• Consistent application of the warranty policy for all dealers and customers

• Operational support for warranty coverage administration and warranty training


Interacting with many internal teams during the lifecycle of a product and working directly with our dealers and customers to ensure correct payment for repairs, which drives the value of quality.


A technically-minded, strong communicator who likes research-ing and solving puzzles.

SERVICE – LISLE


Fixed Operations

OUR WOW FACTOR

• Seven team members focused on service operations improvement with a strong emphasis on increased throughput and parts sales

• Make 30+ onsite dealer visits per year to observe current practices, outline recommendations and apply new processes

• Deliver 12 seminars per year throughout North America to train advisors and management on maximizing service department profit

WHAT WE DO

• Analyze data from dealer business management system for goal setting, visual management and communication

• Build reports and templates to make visual management commu-nication easy to assemble

• Help dealers run service operations and find innovative solutions around topics such as compen-sation plan structures, motivating employees and gamifying goals

WHAT WE DELIVER

• Increased repair velocity—the percentage of repairs completed in one day or less

• Metrics that directly affect dealer service revenue, technician effi-ciency and service department profit

• Greater throughput, revenue and profit


Our work is fulfilling. When we show dealers new techniques like gami-fication and visual management, which lead to higher employee motivation and improved metrics, they are very appreciative!


A collaborative, supportive, analyt-ical person who can gain people’s trust and teach while also leading.

SERVICE – LISLE


Fault Code Action Plans (FCAPs)

OUR WOW FACTOR

• 4,000+ Fault Code Action Plans (FCAPs) released

• 6,000 unique website visitors with 40,000 page views

• FCAPs for all systems on the vehicle, from the engine to the collision avoidance system

• Symptom action plans to help guide technicians when there is no fault code

WHAT WE DO

• Monitor fault codes and symptoms reported on our vehicles and make sure we have robust action plans to address those issues

• Create and continuously update action plans that include fault summaries, diagnostics, driver symptoms / questions, parts, and special tools needed to perform the repair, labor times, and warranty coding

WHAT WE DELIVER

• FCAP coverage for newly released products and top setting faults on legacy products

• Update FCAPs as diagnostic / repair strategies change


The Live Action Plan Team virtually triages vehicles and executes diag-nostic / repair strategies to confirm everything needed for a quality repair is in place. If something is missing, we alert the right team so that a dealer / technician does not encounter this in the field. This improves and creates effective, planned downtime events.


An individual with strong mechan-ical knowledge who is also tech savvy.

SERVICE – LISLE


Channel Management

OUR WOW FACTOR

• Team with 10 senior project managers

• Launched 20 product programs in 2018

• Completed 10 commercial after-sales agreements with key suppliers

• Complete channel readiness activities for 35 product programs and 9 major system projects

• Actively collaborate with 15+ cross-functional teams across Navistar

WHAT WE DO

• Use daily huddles to focus on priorities

• Attend engineering program meetings and bring the voice of service technicians and functional service teams to the program

• Work with functional teams responsible for service develop-ment and help them deliver to their program goals

• Track deliverables, resources and financials and coordinate commu-nications with leadership on service program status

• Ensure everything a technician needs to make fast and accurate repairs at launch

WHAT WE DELIVER

• Gate documents, financial and project plans and status updates

• Service go-to-market plans

• Partner integration processes and contractual language

• Program metrics


We are relationship builders who have a voice in the design of our products and can influence the customer experience. Our techno logy and p roduc t development is at least 2-5 years out.


Someone who can express ideas in front of diverse audiences; an independent worker who appreci-ates the support of a talented team; a strategic and big-picture thinker who can still handle the details; a puzzle fanatic who gets a kick out of solving tough problems.

SERVICE – LISLE


Service Engineering

OUR WOW FACTOR

• Diagnostics and repair information

• 24- and 48-hour uptime goals for supporting all A26 escalations

• Early warning issue escalation to platform for resolution

• Unique field repairs to help drive warranty spend

WHAT WE DO

• Manage FSR to generate adequate problem statement for early warning call escalation

• Help troubleshoot all escalations to meet uptime goals

• Update improvements to post most relevant repair information back to the field

WHAT WE DELIVER

• Service repair plans for vehicles in the field

• Effective resolutions for dealer and fleet complaints

• Technical reports and baseline diagnostics


Our varied skill sets (established technicians to dedicated engineers) allow us to thrive in this dynamic, fast-paced environment. We are a high-visibility team with exposure to all parts of the industry—from customer (drivers / techs) to Navistar upper management.


A self-motivated person who can deal with ambiguity and take ownership of projects with little or no direction; someone with tech-nical or engineering talents as well as strong written and oral commu-nication skills.

SERVICE – LISLE


Advanced Serviceability

OUR WOW FACTOR

• New team formed out of the service engineering group

• Responsible for input into the new vehicle design process

• Meet 100% of serviceability requirements by launch

• Conduct virtual and on-vehicle serviceability audits with 95% standard and component adher-ence rating

WHAT WE DO

• Generate processes and review standards for new vehicle programs to minimize downtime

• Work to achieve an aligned main-tenance service interval schedule

• Create a cost per mile score for each platform we develop

WHAT WE DELIVER

• Vehicle serviceability audits and program scorecards

• Pulse board report scorecards

• Total cost per mile and total cost of ownership metrics


No two days are the same—each program presents its own set of challenges. We are gaining momentum in the customer’s purchasing decision: cost per mile, total cost of ownership and ease of service.


An employee looking grow their vehicle service experience, use their strong business acumen and solid organizational and presentation skills; someone willing to take on tasks with ambiguity and drive them to completion.

SERVICE – LISLE


Repair Advocate

OUR WOW FACTOR

• Support for a population of 32,000+ Vehicle Identification Numbers (VINs) and all aspects of repair (initial diagnostics, parts, communication)

• Engaged in Virtual Triage piloting

• Responsible for supporting uptime initiatives

• Responsible to drive at least 20% in average dwell time reduction

WHAT WE DO

• Provide online customer access to up-to-date status for vehicles in service at International® dealers across the U.S. and Canada

• Ensure repairs are moving along smoothly and intervene when delays occur on parts, diagnostics or approvals

• Advocate work with counterparts in the field to track customer specific quality concerns,resolve delays at dealers and take part in customer conference calls

WHAT WE DELIVER

• A26 support

• Proactive parts ordering

• Excellent communication with our customers and dealers

• Input repair experience

• Virtual triage support


We touch all aspects of repair by working cross-functionally with Technical Service, Parts, field staff, and senior leadership to improve uptime. We build relationships with employees at dealerships across the U.S. and Canada.


A self-starter with passion and motivation to make a difference; a team player who enjoys working with others to achieve a common goal.

SERVICE – LISLE


Field Service

OUR WOW FACTOR

• Support for Navistar products in the United States and Canada

• Ability to be there when needed

• Relationships through regular dealer visits and face-to-face customer interactions

• Technical skills for product support; business acumen for dealer consulting

WHAT WE DO

• Visit dealers to investigate product concerns, evaluate and improve dealer operations and direct business between the dealer and Navistar

• Demonstrate flexibility in response to customer needs

WHAT WE DELIVER

• Uptime: driving repairs as quickly as possible through dealer service departments

• Expanded revenue: faster service increases dealer parts and labor income, which boosts Navistar parts sales

• Greater customer satisfaction: we are the face of Navistar to customers and dealers


We are the boots on the ground, maintaining continual face-to-face customer and dealer contact to build key relationships. Travel to various dealer and customer locations makes each day different. Our work offers broad-based business exposure through consul-tations with dealers / business owners, mid-level managers and corporate leaders.


A self-starter who is comfortable with ambiguity, skilled in time and project management and has a knack for analyzing business data. You’ll need to be able to build interpersonal relationships and influence people that do not report to you.


SERVICE – WOODRIDGE

OUR WOW FACTOR

• We train 1,200+ dealer technicians per year

• The team manages 4 classrooms at Woodridge and coordinates with other Navistar training centers

• There are 8 active courses being taught at any given time

WHAT WE DO

We provide hands-on-technical training to dealer and customer technicians for diagnostics and vehicle repairs.

WHAT WE DELIVER

• Hands on training for dealer and customer technicians

• IC University – Customer Bus Training

• Annual Technician Rodeo


As instructors, we interact directly with the technicians, which gives us the opportunity to directly influence technician effectiveness and impact Uptime.


An inquisitive personality who has effective communication skills and enjoys sharing information with people.

Training Delivery



OUR WOW FACTOR

Our team specializes in Diagnostic Development, Technical Authoring, Operation Manual & Supporting Documents, and Interactive Sche-matics. Applications like DITA, Titania and Acrolinxs make up our Content Management System infra-structure.

WHAT WE DO

This team works cross-functionally with Engineering Channel Manage-ment, Readiness, Tools, Training, Service Engineering, Standard Repair Times, and Validation Tech-nicians to develop procedures for supporting our products in the field.

WHAT WE DELIVER

• Operation and technician manuals

• Engine diagnostic and service manuals

• Interactive schematics

• Supporting documents (recalls, Authorized Field Change, other field actions)


Each new day involves a wide variety of projects and different challenges. We foster a positive atmosphere with autonomy for our employees.


A focused and idea-driven personal-ity with technical aptitude is neces-sary for the complex procedures we create; a productive worker with a positive attitude who enjoys partnering with other teams.

Publications



OUR WOW FACTOR

• We manage 20,000+ published SRTs

• Annually, the team creates 2,000+ new SRTs

• Every year we review and resolve 250+ dealer feedback cases

WHAT WE DO

We create, review and standardize repair times for warranty related repairs, including diagnostic tests, inspections, and part replacement. Assessments are done on the full line of Navistar vehicles. This includes vocational, on-highway and buses.

WHAT WE DELIVER

Summary of new, modified, and deactivated SRTs to dealers, third-party systems, and our own warranty system once each month


We supply technicians with efficient repair strategies and work directly with dealer service departments.


A technically savvy, detail-oriented individual who can communicate effectively to resolve customer issues.

Standard Repair Times (SRT)



OUR WOW FACTOR

Annually, our group creates 3,300 illustrations, 1,700 graphic designs, 1,000 photos of tools and compo-nents, and over a hundred 3D models.

WHAT WE DO

• We create digital illustrations, 3D models, photographs, and graph-ics across all vehicle platforms.

• The team’s designs and images are used in collateral for training courses, technical publications, marketing documents, and diag-nostic manuals.

WHAT WE DELIVER

• Technical illustrations

• Graphic designs

• Photography

• 3D Modeling


Our team includes highly creative and talented individuals who design and generate expressive images and detailed drawings that effectively convey visual information.

We aim to enhance the viewer’s interest and understanding. The graphics team has a high volume of work, but our advanced computer design programs and friendly envi-ronment make getting it done easy!


An adaptable team player who is creative, technical, tenacious, curious, and who loves to learn.

Graphic Development



OUR WOW FACTOR

• We launch 20+ new, specialized tools for Navistar dealers each year

• We focus on building special tools that support International Trucks and IC Buses, chassis, and drive-train systems quality tools while keeping dealer tool prices low

WHAT WE DO

• Constantly communicate with employees from other groups within Navistar as well as custom-ers and suppliers

• Collaborate with suppliers, engineering, and service and diagnostic development to iden-tify needs and design tools to fit intended applications

• Use validation, supporting docu-ments, and graphics to test tools for fit, finish, and function, and develop all materials

• Partner with suppliers to source and produce tools in quantity, package, and ship to our dealer network

• Support legacy tools in the field by answering questions, continu-ously making improvements, and ensuring the tools are available to customers when needed

WHAT WE DELIVER

• Special service and diagnostic tools through design, testing, sourcing, production, and distri-bution

• Supplementary documents for specialized tools

• Customer support for legacy special tools


We manufacture our own tool prototypes to test new concepts and choose the best practices. We are fabricators, machinists, and gearheads who enjoy the challenge of developing solu-tions to solve service and diag-nostic concerns. All of us enjoy technical hobbies (motorcycles, hotrods, racing, fabrication) outside of work as well.


An organized, creative, and hard working team member who isn’t afraid to roll up their sleeves and get to work; someone who will enjoy spending a lot of time in the fabrication lab develop-ing and testing tools. Project management and status tracking skills are necessary for success.

Tools Development



OUR WOW FACTOR

• We handle over 1,000 program-ming and EZ-Tech case files each month and close all cases in under 3 days

• We take over 200 phone calls each month

• We validate 50 production soft-ware releases for new and current vehicle products each year

• We validate electronic service tools for new program readiness.

• We manage new EZ-Tech computer models built with Navistar proprietary images

• We track EZ-Tech units in the field, support retail sales and replace-ment of older models

WHAT WE DO

• Program vehicles

• Assist in diagnosing vehicle or computer issues

• Manage new software and push out application updates

• Validate software and work with IT developers prior to application and hardware releases

• Train support team on new issues and meet all business activities need to facilitate retail sales of hardware and software related to electronic service tools

WHAT WE DELIVER

• New and legacy product techni-cal support for vehicle programing and validation for diagnostic and programming software

• EZ-Tech image development for new and existing EZ-Tech models

• Accelerator Write-Up tool valida-tion and support


Our work includes many oppor-tunities for cross-training and team involvement. We all have a passion for computers and elec-tronic service tools which makes it rewarding to deliver and support great products.


A goal-oriented techie with a positive attitude, an open-mind, and keen sense of detail; some-one who eager to learn and tackle new challenges every day.

Electronic Service Tools



OUR WOW FACTOR

• Team develops 20+ online training courses annually

• Average over 5,000 unique completions per course

WHAT WE DO

• Content validation

• Training delivery support

• Train-the-Trainer

• Technician certification programs.

• Develop learning strategies for technician certification programs.

• Collaborative material develop-ment approach

• Design and build functional complex interactive training aids

• Photo and video shoots

• Video and course programming, including TIPS videos

WHAT WE DELIVER

• Quick Reference Guides

• Quick videos on current subjects

• Web-based training courses in 3 languages

• Instructor-led training curriculum, including training guides and hands-on lab units

• Training aids - from classroom to fully functional engines and fault boards


Our team’s combined work experi-ence includes shop ownership, high school teaching, defense instruc-tion, and assembly line training.


ASE certified developers, high school and college teachers willing to accept new challenges,who enjoy working on multiple tasks and are willing to learn something new every day.

Training Development



OUR WOW FACTOR

• We manage 18 phone prompts and answer 3 hotlines

• We take an average of 1,830 calls per month

• The team tracks over 2,590 active customer subscriptions

• We provide administrative support to the service tools catalog

• On average, we close 273 case files per month

WHAT WE DO

• Support customers, dealers, and internal users on various software applications and tools

• Communicate via phone hotlines, email, and case file system

• Participate in cross-functional projects when appropriate

WHAT WE DELIVER

• OnCommand subscriptions main-tenance and management

• Service Tools catalog and diag-nostic software support

• Support and maintenance of LMS / Dealer Education

• Public support through the customer hotline: 800-44-TRUCK


Our varied backgrounds combine into one supportive group that provides essential assistance to internal and external customers.


A successful member of this team would be adaptable to changes and have a desire to quickly resolve diverse issues as they arise.

Service Product & Customer Support