Product Owner – Technician Dashboard & Case Management Job # 57311 Job Post Information* : Posted Date 18 hours ago(12/20/2024 4:42 PM) Job Locations US-IL-Lisle Internal Title Product Owner Lead Sr Org Level S06 # of Positions 1 ERP Eligibility Eligible for DTP Salaried Employee Referral Bonus, $5000 after 30 days employment Relocation Offered Yes Remote No Salary Minimum USD $126,400.00/Yr. Salary Maximum USD $189,600.00/Yr. Position Overview

As the commercial vehicle industry undertakes its most significant transformation in a century, International stands at the forefront, a vanguard of the movement. No longer content with merely supplying trucks, buses, and engines, International is on a mission to redefine transportation, embrace a bold digital transformation, and usher in a new era of complete and sustainable transport solutions. 

 

We are seeking a dynamic and experienced Digital Product Owner to lead the development and implementation of a service technician dashboard at International.

The technician dashboard is a subset of features & capabilities within our Digital Dealer platform that enable the technician to diagnose & repair the vehicle and to connect to International’s technical support teams when needed. As such, this role will enable the next generation of technology so that our dealers can deliver a best-in-class customer experience.  

 

In this role, you will work closely with cross-functional teams including engineering, design, and business stakeholders to deliver innovative, user-centric solutions that improve the efficiency and effectiveness of automotive service operations. Your primary focus will be the Technician Dashboard, but you will also play a crucial role in managing the broader Case Management process, ensuring a seamless experience for all stakeholders. 

Responsibilities

Technician Dashboard Development: 

Define and prioritize the product roadmap for the Technician Dashboard, focusing on enhancing key features like job/repair order management, diagnostic tool integration, parts and inventory management, communication, and repair/service history. Gather and define product requirements based on feedback from technicians, service advisors, and other stakeholders. Collaborate with engineering and design teams to ensure timely delivery of features that are scalable, user-friendly, and align with business objectives. Ensure the Technician Dashboard meets the needs of automotive technicians, improving workflow efficiency, case tracking, and productivity. Develop and maintain clear user stories, acceptance criteria, and detailed documentation. 

 

Support for Case Management: 

Work closely with Service Managers and stakeholders to understand the end-to-end Case Management process and define how the Technician Dashboard can integrate seamlessly into the case lifecycle. Prioritize feature development that enhances case tracking, case escalation, and real-time updates between technicians, service advisors, and customers. Ensure that case status, repair progress, and work logs are easily accessible and visible to relevant parties. Design and optimize workflows that improve case management efficiency, from customer inquiry through to case closure. 

 

Cross-functional Collaboration: 

Act as the liaison between technical teams (developers, designers) and business teams (service department, customer support, etc.). Regularly communicate product updates, features, and timelines to stakeholders. Develop strong relationships with end users (technicians, service advisors, and managers) to ensure their needs are understood and addressed. Facilitate user acceptance testing (UAT) and collect feedback to iterate and improve the product. 

 

Data Analysis and Reporting: 

Track and report on key performance metrics for both Technician Dashboard usage and Case Management outcomes (e.g., task completion times, case resolution rates, etc.). Analyze user behavior and identify opportunities for product improvements and new feature development. 

 

Prioritization and Roadmap Management: 

Manage the product backlog, ensuring clear prioritization based on business value, user impact, and feasibility. Lead sprint planning and define deliverables for development teams. Balance stakeholder needs and ensure alignment with the overall product strategy and company goals.  Minimum Requirements Bachelor’s degreeAt least 5 years of technical project/program management and/or product owner experienceAt least 1 year of lead experience

OR

Master’s degreeAt least 3 years of technical project/program management and/or product owner experienceAt least 1 year of lead experience

OR

At least 8 years of technical project/program management and/or product owner experienceAt least 1 year of lead experience Additional Requirements Qualified candidates, excluding current International Motors employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. International Motors does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status) Desired Skills

 

Product Management Tools: Familiarity with Agile product management tools (e.g., Jira, Trello, Confluence) to track features, user stories, and sprints. Data Integration: Understanding of how to integrate various diagnostic tools, inventory management systems, and case management solutions within a unified dashboard. API Knowledge: Basic understanding of APIs for integrating external systems (e.g., inventory systems, CRM, diagnostic tools) into the Technician Dashboard. Analytics Tools: Familiarity with analytics platforms (e.g., Google Analytics, Tableau, or internal reporting tools) to track user behavior, feature adoption, and KPIs. User Interface (UI) Design Principles: Awareness of basic UI/UX principles to collaborate with design teams and ensure the product is intuitive and easy to use. Cloud Platforms: Knowledge of cloud-based platforms (e.g., AWS, Azure, Salesforce, Palantir) that may be used to host the Technician Dashboard. Experience with Technicians or Service Teams: Direct experience in the automotive or service industries is a significant advantage. Knowledge of Case Management Systems: Familiarity with case management or customer service systems is beneficial but not required. 

 

 

Functional Skills: 

 

Product Roadmap Development: Ability to develop, prioritize, and manage product roadmaps, ensuring timely delivery of features that align with business goals and user needs. User Story Creation: Expertise in writing clear, concise, and actionable user stories and acceptance criteria to guide development teams. Requirements Gathering: Experience in gathering requirements from diverse stakeholders, including technicians, service managers, and business users. Cross-functional Collaboration: Proven ability to collaborate with engineering, design, marketing, and customer service teams to create and launch products that meet user needs and business objectives. Agile Methodology: Experience working in Agile development environments, including managing sprints, backlog grooming, and product iteration. Process Optimization: Strong analytical skills to assess current workflows, identify inefficiencies, and implement improvements that enhance technician productivity and case management efficiency. 

 

Non-Technical Skills: 

Stakeholder Management: Ability to engage and manage expectations across diverse stakeholder groups, including executive leadership, business units, and end users. Problem Solving: Excellent problem-solving skills with a focus on user-centric solutions that balance business needs and technical feasibility. Communication: Strong verbal and written communication skills to articulate product vision, user needs, and technical details to both technical and non-technical stakeholders. Prioritization and Time Management: Ability to manage multiple priorities and projects simultaneously, ensuring focus on high-value tasks. Empathy and User-Centric Mindset: Ability to understand and empathize with the end user (technicians, service advisors, and customers) to design products that meet their needs and improve their workflows. Adaptability: Ability to thrive in a fast-paced, changing environment, and willingness to adapt to new technologies and business priorities. Leadership and Mentorship: Ability to lead without direct authority, inspire cross-functional teams, and mentor junior product team members. 

 

 

 

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