National Fleet Service Manager

We believe in the importance of diversity and inclusiveness to make us a stronger and better organization. The motivation and passion to support our customers set us apart from others that want to be like us. Our company culture is how we interact with each other, with our customers and society as a whole. It is the foundation on which everything else is built. We embrace new ideas and constantly challenge the status quo – innovation is driven by a willingness to change to stay ahead and find smart ways to create new solutions.
Our technology sets the standard – our people make the difference all day every day.
Purpose/Description
The purpose of this job 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.
Core Responsibilities
  • Maintain on ongoing relationship with assigned National Fleet Account.
  • 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.
  • Travel is required
Critical Competencies
  • Ownership/Accountability: Taking the lead in getting the job done and accepting responsibility for personal actions, costs and results.
  • Analytical Skills: Recognizing patterns in data, information, or events, drawing logical conclusions, and making recommendations for action.
  • Proficient knowledge and use of SAS tools, UCHP, IMPACT, TM2, VDA, Asist Platform.
  • Problem Solving/Decision Making: Taking a well-ordered approach to solving problems and acting despite obstacles or resistance.
  • Technical/Functional Expertise: Demonstrating broad, in-depth, and up-to-date knowledge of pertinent technical, business and professional fields.
  • Negotiation Skills: Influencing others to get their agreement on terms for the purchase or exchange of goods and services.
  • Leadership: Setting and modeling high performance standards and empowering a team of people to achieve agreed-upon outcomes.
  • Employee Development: Giving subordinates and peers the direction, opportunities, and support they need to improve their professional competence
  • External Relationships/Networking: Establishing a presence for the organization with outside interest groups, cultivating relationships with customers and other stakeholders, and gaining support for organizational goals
Minimum Education and Experience
  • AS degree in Automotive Technology or equivalent experience required; Bachelors in Engineering or business related discipline preferred
  • 5 years of automotive industry experience, preferably in a service management role
  • 2-3 years’ experience in dealership operations or in a position with direct dealer interface
  • 5 years of customer service experience preferred

Om oss

Founded in 1900, Mack Trucks is an iconic brand that embodies the American spirit: pioneering, hard-working, authentic and ambitious. Mack trucks are recognized around the world as “The American Truck You Can Count On,” thanks to our durable, reliable and application-driven vehicles that get the job done. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Mack is part of the Volvo Group, one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus and Volvo Penta.

Volvo Group North America is an Equal Opportunity Employer
E.O.E./M/F/Disability/Veteran
We Participate in E-verify

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