Head of Vocation-Specific Indirect Distribution and Service Channels

Description

Head of Vocation-Specific Indirect Distribution and Service Channels

Role Summary

Support the restructuring, redesign, build, transformation, launch, and performance of indirect channels that complement a direct sales model for low-volume, vocation-specific customers across Autocar vocations, Customer Care, and Parts.

Own the enablement, governance, and accountability of three distinct channel functions:

• Truck Sales (Distribution)
• Service and Support (including Warranty)
• Aftermarket Parts Sales

Ensure these channels operate as coordinated but separate systems, each with clear roles, economics, and performance expectations.

Accountable for:

• Full market access
• Service coverage and uptime
• Parts availability
• Distributor and partner compliance
• Warranty policy implementation

Across:

• Refuse
• Terminal Tractor
• Construction

This is a hands-on builder role with P&L-like accountability in a matrixed organization.

Core Mandate

• Extend total addressable market where direct sales are inefficient
• Ensure uptime through service and parts ecosystems
• Enforce warranty compliance and cost control
• Maintain pricing discipline and customer visibility
• Redesign underperforming channels
• Build scalable and compliant channel models

Key Responsibilities

1. Vocation-Specific Channel Architecture (Sales, Service, Parts)

Lead: 

• Channel architecture by vocation and function
• Commercial rules and conflict prevention frameworks
• Channel redesign of legacy structures

Support: 

• Target segment definition and coverage gap analysis
• Engagement with Vocation Presidents

Execute: 

• Role definition across dealers, service providers, and parts distributors
• Deployment of data and performance tracking tools

Deliverables: 

• Channel architecture by vocation with Vocation Presidents
• Territory and customer assignment logic
• Coverage maps and capacity models

2. Truck Sales Channel (Indirect Distribution)

Lead: 

• Dealer selection strategy and qualification criteria
• Performance management and compliance enforcement

Support: 

• Structuring of commercial frameworks and agreements with Legal and Sales

Execute: 

• Dealer identification and onboarding
• Contract execution
• Ongoing monitoring of dealer performance

Constraints Ownership (Lead): 

• Customer visibility
• Pricing discipline
• Brand protection
• Contract compliance

3. Service and Support Network (Including Warranty)

Lead: 

• Service network design and coverage model
• Warranty execution model and compliance enforcement
• Service performance standards (SLAs)

Support: 

• Collaboration with Customer Care on service scope and standards
• Coordination with Contracts on supplier recovery

Execute: 

• Certification, tooling, training, and data enablement rollout
• Warranty audits, claims validation, and corrective actions
• Enforcement actions on non-compliant providers

Accountability: 

• Uptime performance
• Warranty compliance
• Service consistency

4. Aftermarket Parts Channel

Lead: 

• Parts distribution model and channel structure
• Pricing and margin protection framework

Support: 

• Alignment with GVW Parts strategy and inventory planning

Execute: 

• Implementation of pricing tiers, stocking rules, and fulfillment models
• Enablement of dealer, fleet, and distributor channels

Accountability: 

• Parts availability
• Revenue growth without margin erosion

5. Warranty Governance and Compliance

Lead: 

• Warranty governance model across all channels
• Policy enforcement and compliance standards

Support: 

• Integration with service and parts channel design

Execute: 

• Audit programs
• Claims validation and corrective actions

Accountability: 

• Elimination of leakage and abuse
• Consistent claims discipline

6. Legal, Compliance, and Competitive Governance

Lead: 

• Channel compliance framework
• Risk identification and mitigation

Support: 

• Legal contract structuring and regulatory interpretation

Execute: 

• Contract review coordination
• Monitoring of competitive exposure
• Enforcement of conflict resolution mechanisms

Accountability: 

• Full compliance across all channels

7. Relationship and Partner Management

Lead: 

• Partner performance standards and accountability model
• Network evolution and partner replacement decisions

Execute: 

• Onboarding, training, and certification
• Conflict resolution
• Ongoing partner performance management

Accountability: 

• Partner compliance across sales, service, parts, and warranty

8. Results Ownership

Full Accountability (Lead): 

• Customer access across vocations
• Cost-to-serve reduction
• Service coverage and uptime
• Pricing and margin stability
• Scalable channel models
• Warranty cost control and compliance
• Network transformation progress

Operating Approach

• Operate across Sales, Customer Care, Parts, Legal, and Contracts
• Shift between Lead, Support, and Execute roles based on initiative
• Use data and technology to drive visibility, compliance, and performance