National Fleet Service Manager

Mack Trucks; Greensboro (NC); On-site; USD 128,000 - 158,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Generous paid time off

Retirement plan

Professional development

Safety and wellbeing focus

Job summary

Volvo Group is seeking a National Fleet Service Manager to act as the service representative for selected national accounts, coordinating between sales, parts, service, reliability, engineering, and vendors to ensure prompt solutions for technical concerns.

Responsibilities include maintaining key client relationships, managing complex account issues, and providing technical guidance. Travel up to 70% may be required; candidates should reside within the territory.

Qualifications

• Bachelor’s Degree in Engineering or business-related discipline preferred.
• Associates degree in Diesel/Automotive Technology or equivalent experience required.

Responsibilities

• Be the expert on maintaining ongoing relationship with assigned National Fleet Account to secure future business.
• Manage complex problems with accounts and coordinate with sales, parts, and factories to reduce quality concerns.
• Research, evaluate and recommend new service options or upgrades to meet customer needs.
• Provide technical solutions to customers’ product concerns and guide approvals for goodwill expenses.
• Schedule and lead monthly account review calls and prepare business review data.

Skills

Communication

Change management

Ownership

Analytical

Problem solving

Technical expertise

Negotiation

Networking

Empathy & inclusion

Leadership

Education

Bachelors in Engineering or related field

Associates in Diesel/Automotive Tech

Tools

Automotive Technology knowledge

Job description

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.

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.

Responsibilities

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.

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.

We value your data privacy and therefore do not accept applications via mail.

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.