What you will do

The Director, National Accounts & EV Service leads service and customer satisfaction efforts that build loyalty to the Mack and Volvo brands. Working closely with National Account fleets and our internal National Account Sales team, this role helps deliver consistent, high-quality service experience for national fleet customers. This role also manages dealer technical support and field support for our electric vehicle customers. This position leads a team responsible for account management, technical support, and customer support activities. The Director provides leadership, operational direction, issue-resolution support, and oversight of corporate initiatives to ensure customer concerns are resolved effectively and satisfaction goals are met.

Key Responsibilities / Accountabilities

• Team Leadership and Talent Development
  • Lead, train, direct, and support National Account field service teams.
  • Develop a pipeline of qualified candidates for future field service roles.
  • Establish expense budgets and manage departmental performance.
• Customer Support and Issue Resolution
  • Respond to national account customer concerns and coordinate timely resolution.
  • Respond to Electric vehicle concerns and coordinate timely resolution for all customers operating zero emission vehicles.
  • Manage customer complaints with a focus on improving first response and final resolution.
  • Negotiate effectively to protect company interests while supporting issue resolution, budget management, and customer satisfaction.
• Customer Satisfaction and Market Awareness
  • Drive Volvo and Mack customer satisfaction rankings toward best-in-class performance.
  • Understand competitor strategies and remain aware of marketplace trends and tactics.
  • Monitor product concerns to support accurate reporting and effective solutions.
• Program Execution and Business Partnership
  • Ensure corporate programs and initiatives are implemented and followed through by the field service team.
  • Partner with the National Fleet Sales group to support increased brand market share.
  • Ensure compliance with company policies and standards.

Who are you?

Critical Competencies

• Leadership and People Development
  • Ability to inspire others
  • Employee development
  • Delegation and supervisory skills
• Execution and Accountability
  • Self-management
  • Ownership and accountability
  • Results orientation
  • Planning and organization
• Customer, Business, and Technical Expertise
  • Customer focus
  • Technical and functional expertise
  • Networking
  • Microsoft Office skills
• Problem Solving and Resource Management
  • Problem solving and decision making
  • Organizational skills to maximize personnel utilization
  • Ability to prioritize time and resources to deliver the greatest value to the company
  • Conflict management skills that reduce the negative impact of conflict
  • Ability to identify and help correct deficiencies in support, product reliability, and product acceptance
  • Negotiation skills

Education, Training, Qualifications, and Certifications

• Bachelor's degree in Business, Engineering, or a related field.

Preferred Experience and Knowledge

• Minimum of 10 years of transportation industry experience, including a combination of repair, service, sales, marketing, dealer, or field experience.
• Minimum of 10 years of fleet maintenance management experience.
• Experience leading professional and technical employees.

Other Requirements

• Frequent travel required, up to 75%.

Ready for the next move?

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company's growth. For this position, the base pay is set at $159,900 - $197,500 annually, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.

In addition to a solid package of compensation and benefits, plus you will enjoy:
• Competitive medical, dental and vision insurance.
• Generous paid time off.
• Competitive matching retirement savings plans.
• Working environment where your safety, health and wellbeing come first.
• Focus on professional and personal development through Volvo Group University.
• Programs that make today's challenging reality of combining work and personal life easier.

Job Category: Sales & Services

Organization: Mack Trucks & Volvo Trucks

Travel Required: Frequent Travel

Requisition ID: 34215