Powertrain Customer Service Manager

Job Description

Job Description

FPT North America is seeking a dynamic, technically skilled Service Manager to strengthen our distributor and service network and enhance customer satisfaction across the region. This role is critical to driving service excellence, distributor performance, and aftermarket support for FPT engines and aftertreatment products across key open-market segments, including industrial, power generation, marine, agriculture, and construction equipment.

The Service Manager will work cross-functionally with Sales, Network Development, and Training teams to identify customer pain points, implement service improvement initiatives, and elevate the overall customer experience across our North American service network.

Key Responsibilities

• Design and implement innovative programs to improve distributor and service point performance, ensuring consistent service quality across the North American market.
• Develop and deploy initiatives focused on improving customer experience and service effectiveness, with results monitored through Net Promoter Score (NPS) and other service performance indicators.
• Leverage existing and emerging digital service tools and platforms to improve service processes, diagnostics, and aftermarket support for engines and aftertreatment systems.
• Collaborate with North America Sales, Network Management, and Training teams to identify OEM, end-user, and distributor service challenges and implement effective solutions.
• Monitor distributor and service network performance, analyze service data, and implement continuous improvement actions to support long-term growth of the FPT North America business.
• Support the development and execution of aftermarket service strategies that strengthen distributor capability and customer satisfaction.
• Provide technical guidance and support to distributor service teams when addressing complex engine or emissions system issues.
• Travel throughout North America to support distributors, service partners, and key customers. Travel up to 50% is required.

Required Qualifications

• Excellent communication and relationship-building skills with the ability to maintain strong partnerships with dealers, distributors, and customers.
• Proactive and results-oriented mindset with a demonstrated ability to transform ideas into structured company initiatives and operational programs.
• Proven experience working in dealership or service department environments, particularly involving maintenance and repair of power generation or marine equipment.
• Strong understanding of dealership service operations and product support practices.
• Must be able to lift up to +/-25 pounds.
• Comfortable with Microsoft Office programs, including PowerPoint.
• Technical knowledge in one or more of the following sectors:

• Industrial equipment
• Power generation
• Marine engines
• Agriculture equipment
• Construction equipment with emphasis on high-pressure common rail diesel engines and emissions systems.

Preferred Qualifications

• Experience diagnosing mechanical and electrical systems, including 12V or 24V DC systems and components.
• Spanish language proficiency.
• Bachelor’s degree in engineering, Power Generation, Marine Equipment, Technical Training, or a related field.

Working with a global company offers competitive benefits for this position. Here are just a few benefits we are proud to offer:

• Immediate medical, dental and vision coverage on date of hire
• Paid Maternity and Paternity Leave
• Stellantis vehicle discount program
• Tuition assistance
• Employee Resource Groups
• Flexible Paid Time Off
• Amazing holiday schedule including shutdown between Christmas and New Year's
• Generous 401k match
• Potential opportunities to visit our Global HQ in Turin, Italy

About our Salary Ranges

Please note that our salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

EEO Statement

US applicants: Fiat Powertrain Technologies of North America, Inc is an equal opportunity employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Applicants can learn more about their rights by viewing the Federal "EEO is the Law" poster and its supplement at Fiat Powertrain Technologies of North America, Inc participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can view additional information