Maintenance Quality Assurance Manager/Trainer

MV Transportation; Irvine (CA); On-site; USD 64,000 - 86,000; Full time

Job summary

MV Transportation in California seeks a Maintenance Quality Assurance Manager/Trainer to lead classroom and hands-on training for bus maintenance staff. You will schedule training spaces, manage equipment, and maintain training records, attendance, and performance evaluations for mechanics and service workers.

The role involves coordinating with client staff, using the Trapeze system and other tools to support the customer service function, and ensuring adherence to policies.

Qualifications

• Bachelor's degree and four years of experience in administrative or professional work.
• Experience designing and delivering training programs for staff.
• Ability to work with client management to identify training needs.

Responsibilities

• Schedule classroom space and training programs for bus maintenance staff.
• Train new and existing employees on department policies and procedures.
• Maintain training records, attendance, and performance evaluations.
• Communicate with client staff to ensure service alignment and quality.
• Use the Trapeze system and other tools to support the customer service function.

Skills

Customer service

Training delivery

Team leadership

Documentation

Communication skills

Problem resolution

Trapeze system proficiency

Education

Bachelor's degree

Tools

Trapeze system

Customer service software

MS Windows OS

Job description

Overview

If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights.

Responsibilities

MV Transportation is seeking aMaintenance Quality AssuranceManager/Trainer for proposed business to conduct classroom and practical training for bus maintenance employees. The Maintenance Instructor will schedule classroom space and audio-visual equipment for training classes and programs and maintain training records, attendance records and performance evaluations for mechanics and service workers. The Maintenance Instructor shall train all new and existing bus maintenance employees on all department programs, policies, and procedures, regulations, and other related duties.

Job Responsibilities:

• Communicate on a regular basis with client staff to ensure customer service efforts meet the demands of the client.


• Oversee the accurate documentation by customer service representatives of any information received from customers in the customer service software provided.


• Identify and expedite customer complaints that require immediate attention and elevate situations as needed to client agency.


• Respond to individual customer/passenger concerns in a timely and positive manner that includes investigation and follow-up by phone, email, or mail.


• Possess expertise in using the Trapeze system, and other technology tools supporting the customer service function.


• Manage proper reporting and correspondence for “no show”, “no pay” and “high cancel” clients.


• Maintain database or log of customer complaints/compliments that can readily identify trends that may require additional training or management consideration.


• Serve as an expert to manage the team’s ability to clearly, accurately and respectfully respond to customer questions regarding all policies, procedures including the fare system.


• Develop and implement internal Customer Service campaigns and incentive programs.


• If directed by client, establish relationships with key consumer agencies to facilitate direct communication and feedback as well as proactive customer focus.


• Coach, counsel, and retrain staff as required.


• Attend monthly client AAC meeting.


• Maybe required to implement and revise SOP.


• Other duties as assigned.

Qualifications

Talent Requirements:

• Possess Certifications from an accredited technical college or an equivalent combination of education, technical certifications, training, and experience acceptable to client.


• Must have a bachelor’s degree from an accredited college or university and four (4) years of experience in administrative or professional work.


• Must have the ability to work effectively with client management and division personnel to determine training needs and develop new training programs to meet those needs.


• Must be legally licensed to operate a bus in the State of California and must possess a valid Class C license as well as maintain a valid medical certificate and any other licenses or certificates required by applicable federal, state, or local regulations.


• Excellent speaking, writing, and organization skills.


• Ability to communicate effectively at all levels.


• General knowledge of windows-based computer operating systems.


• Knowledge of service area.


• Process all customer complaints to include investigation, validity determination and timely response as described in Customer Service policy.


• Assist in identifying validity of the liquidated damages through investigation.


• Assist Risk Management with investigations of accidents/incidents.


• Ensure all reconciliations are completed timely and accurately each month.


• Promote positive customer service techniques, programs throughout the organization.


• Conduct transit education classes/seminars six (6) times per year.

Starting salary range: $63,913-$86,471

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

#appcast