Remote Fleet Services Manager - Lead & Optimize

MICHELIN Connected Fleet; Leeds; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

MICHELIN Connected Fleet is seeking a Fleet Services Team Manager to lead a team of Fleet Service Agents, overseeing deployment, upgrades and activations while ensuring right-first-time delivery and strong customer satisfaction.

You will manage capacity, SLAs and KPIs, coach and develop the team, collaborate with Sales, Technical Validation and partners, and drive continuous improvement in service delivery and operational excellence across complex customer engagements.

Qualifications

• 3-5 years' experience in a Services or Customer Service related role, including experience leading, supervising or mentoring a team.
• Strong understanding of Fleet Services operations (Customer Service, Field Service, Deployment etc.).
• Proven ability to coach, motivate and develop team members to achieve their potential.
• Strong relationship skills to relate with stakeholders and achieve win-win ways of working.
• Able to communicate clearly, verbally and in writing, with internal and external customers.
• Take initiative to keep own skills up to date and to maintain awareness of current technology developments.
• Highly motivated and capable of leading the way.
• Experience of leading teams who deal with customers both over the phone and email.

Responsibilities

• Lead, coach and develop a team of Fleet Service Agents who support customers through Deployment, OEM activations, defit/refit, RHI and deactivation activity.
• Act as escalation point for complex or at-risk cases and protect NPS.
• Oversee deployment coordination, ensuring installations are delivered on time and within budget.
• Oversee in-life fleet service activities including upgrades, defit/refits, RHIs and OEM activations.
• Monitor performance against SLAs and KPIs and drive corrective action.
• Collaborate with Sales, Technical Validation, Installation Partners and Lead Engineers to ensure customer satisfaction.
• Foster continuous improvement and balance delivery with quality.
• Produce regular reporting to Head of Fleet Services and participate in leadership meetings.

Skills

Leadership

People management

Customer service ops

Stakeholder mgmt

Communication

Process improvement

SLA/KPI management

Deployment coordination

Job description

MICHELIN Connected Fleet is seeking a Fleet Services Team Manager to lead a team of Fleet Service Agents, overseeing deployment, upgrades and activations while ensuring right-first-time delivery and strong customer satisfaction.

You will manage capacity, SLAs and KPIs, coach and develop the team, collaborate with Sales, Technical Validation and partners, and drive continuous improvement in service delivery and operational excellence across complex customer engagements.