National Fleet Service Manager

AB Volvo; Greensboro (NC); On-site; USD 128,000 - 158,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Generous paid time off

Competitive retirement plans

Volvo Group University

Job summary

Volvo Group in North America seeks a National Fleet Service Manager to act as the service representative for assigned national accounts, coordinating with Sales, Parts and Reliability to ensure prompt technical solutions.

The role requires leadership, deep service knowledge, and occasional travel; base pay ranges from $128,300 to $158,400 annually, with potential bonus eligibility.

Qualifications

• Bachelor’s degree in engineering or business preferred.
• Associate degree in Diesel/Automotive Technology or equivalent experience required.
• 10 years of automotive industry experience, preferably in a service or maintenance related role.
• Minimum 2+ years of experience in dealership operations or 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.

Responsibilities

• Be the expert on maintaining 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 meeting customer needs.
• Provide technical solutions to customers’ product concerns.
• Provide guidance and approval of special goodwill expense for product performance corrections to out-of-warranty concerns.
• Ensure implementation of servicing support programs and Safety Recalls.
• Coordinate with sales, parts, and factories to reduce quality concerns and maintain customer satisfaction.
• Prepare business review data and presentations for other Fleet Service Managers.
• Coordinate with internal reliability groups to monitor emerging issues and inform field representatives with monthly reporting.
• Schedule monthly review conference calls with assigned accounts.
• Provide technical training for fleet technicians when necessary.
• Maintain good customer relations with existing fleets and conquest customers.

Skills

Strong communication

Ownership/Accountability

Analytical skills

Problem solving

Technical/functional expertise

Selling intangible products

External relationships

Diversity & inclusion

Clear goal setting & feedback

Vision & change mindset

Education

Bachelor’s degree in Engineering or business-related discipline

Associate degree in Diesel/Automotive Technology

Job description

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Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

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?

• Strong oral and written communication skills.
• Ownership/Accountability
• Analytical Skills
• Problem Solving/Decision Making
• Technical/Functional Expertise
• Selling Intangible products
• 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.

Who we are and what we believe in We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

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.

Volvo Trucks, founded in Sweden in the late 1920s, is a brand centered around innovating for people – to make life easier, better, and safer. We are determined to lead the way towards a sustainable transport industry, in which we are equally determined for our customers to be successful and stay in the forefront.

By joining our North American Group Truck brands (Volvo & Mack), you will be part of a global and diverse team, where we work with passion, we trust each other, and we embrace change to stay ahead. By working together, we can provide innovative solutions that add value over time and help us create the world we want to live in.

Job Category: Engineering

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead,we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.