What you will do

Are you someone who has a passion for working in all service and customer satisfaction related activities to ensure ongoing customer loyalty? If yes, please continue to read more to learn about this exciting opportunity within our Uptime and Customer Support organization.

We are excited to announce that we are hiring a National Fleet Service Manager. This role is to function as the company's service representative for selected national accounts, by providing the liaison, coordination, follow-up and technical knowledge to ensure prompt solutions for technical concerns. Will also interact with company personnel in Parts, Service, Reliability, Engineering, and with outside vendors. This position requires representation of the Volvo, Mack and demands a high degree of confidentiality of each brand. Your responsibilities in this role will include (but not limited to):
• Be the expert on maintaining on ongoing relationship with assigned National Fleet Account to secure future business.
• Manage complex problems with accounts.
• Research, evaluate and recommend new service options or upgrades that will meet customer needs.
• Provide technical solutions to customers' product concerns.
• Provide guidance and approval of special goodwill expense for product performance corrections to customer's out-of-warranty product concerns
• Ensure the implementation of servicing support programs and Safety Recalls. including service contracts, purchased coverage, preventative maintenance
• Promote usage of appointed programs such as Asist, Fleet Preferred to drive CEM index.
• Coordinate all activity between sales, parts, and factories to reduce quality concerns and to maintain customer satisfaction.
• Utilize compiled service data and soft products to add value and improve customer profitability.
• Prepare business review data and presentations for other Fleet Service Managers in the group.
• Coordinate with internal reliability groups to monitor emerging issues and informing the Fleet Service Managers and other field representatives, with monthly reporting.
• Participate in paper pilots and vehicle pilot reviews. Make recommendations to vehicle specifications in order to improve reliability and reduce warranty cost.
• Assist in investigations of complex product problems and provide accurate product reports
• Ensure the prompt resolution of customer complaints, monitoring assigned fleets Asist portals.
• Schedule and hold monthly review conference calls with assigned accounts.
• Provide technical training for fleet technicians when necessary.
• Maintain good customer relations with existing assigned fleets as well as conquest customers.

Who are you?

Critical Competencies
• Strong oral and written communication skills.
• Change Facilitation
• Ownership/Accountability
• Analytical Skills
• Problem Solving/Decision Making
• Technical/Functional Expertise
• Selling Intangible products
• Negotiation Skills
• External Relationships/Networking
• Lead with passion by valuing and respecting the opinions and ideas of others, show empathy and genuine care in all interactions, embrace diversity by engaging and including everyone at every level.
• Perform with purpose by articulating clear goals and expectations through open, authentic, and frequent communication/feedback. Empowering the team to take decisions and recognize successes and learn from mistakes. Prioritize and deliver results that make a difference to our employees and our customers.
• Transform with vision by looking for better ways and outcomes, embrace change and have a sustainability mindset

Education/Experience:
• Bachelor's Degree in Engineering or business-related discipline preferred
• Associate degree in Diesel/Automotive Technology or equivalent experience required

You will also have experience with the following to be the best candidate:
• 10 years of automotive industry experience, preferably in a service or maintenance related role
• Minimum 2+ years of experience in dealership operations or in a position with direct dealer interface
• 5 years of customer service experience
• Automotive Technology knowledge required.
• Thorough knowledge of complex truck systems and how to repair them.
• Understanding of retail truck business.

Other Requirements:
• Extensive travel can be required - up to 70%
• Candidate that is expected to live within the territory

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 $128,300 - $158,400 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: Engineering

Organization: Mack Trucks & Volvo Trucks

Travel Required: Frequent Travel

Requisition ID: 34842

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