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:
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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:
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Full market access
- Service coverage and uptime
- Parts availability
- Distributor and partner compliance
- Warranty policy implementation
Across:
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Refuse
- Terminal Tractor
- Construction
This is a hands-on builder role with P&L-like accountability in a matrixed organization.
Core Mandate
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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:
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Channel architecture by vocation and function
- Commercial rules and conflict prevention frameworks
- Channel redesign of legacy structures
Support:
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Target segment definition and coverage gap analysis
- Engagement with Vocation Presidents
Execute:
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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:
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Dealer selection strategy and qualification criteria
- Performance management and compliance enforcement
Support:
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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:
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Collaboration with Customer Care on service scope and standards
- Coordination with Contracts on supplier recovery
Execute:
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Certification, tooling, training, and data enablement rollout
- Warranty audits, claims validation, and corrective actions
- Enforcement actions on non-compliant providers
Accountability:
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Uptime performance
- Warranty compliance
- Service consistency
4. Aftermarket Parts Channel
Lead:
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Parts distribution model and channel structure
- Pricing and margin protection framework
Support:
-
Alignment with GVW Parts strategy and inventory planning
Execute:
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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:
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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:
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Onboarding, training, and certification
- Conflict resolution
- Ongoing partner performance management
Accountability:
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Partner compliance across sales, service, parts, and warranty
8. Results Ownership
Full Accountability (Lead):
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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
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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
