Job description
United States
Position Description
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. 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.
Provide specialized fleet support service for key Fleet accounts that are under a Managed Service Contract or Uptime Agreement. Support planned and unplanned activities including case monitoring and reporting throughout the service event. Perform follow up activities for select fleets to facilitate resolution to Uptime concerns in support of both brands (Volvo/Mack).
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Provide specialized fleet support service for key Fleet accounts that are under a Managed Service Contract or Uptime Agreement. Support planned and unplanned activities including case monitoring and reporting throughout the service event. Perform follow up activities for select fleets to facilitate resolution to Uptime concerns in support of both brands (Volvo/Mack).
Mission/Purpose of the Job
Provide specialized fleet support service for key Fleet accounts that are under a Managed Service Contract or Uptime Agreement. Support planned and unplanned activities including case monitoring and reporting throughout the service event. Perform follow up activities for select fleets to facilitate resolution to Uptime concerns in support of both brands (Volvo/Mack).
Key Responsibilities/Accountabilities
- Monitor Uptime of fleet assets and drive sense of urgency to both our dealers and internal staff to minimize unscheduled uptime.
- Monitor service status in real time (via Connected Vehicle Maintenance Platform) to assist in prioritizing and assigning customer fleet preventative maintenance with dealers
- Monitor the Premium Maintenance program to assure cost effective maintenance for our customers to include follow up with servicing dealers ensuring proper repairs, maintenance, and estimates are complete per maintenance contracts and SLA
- Provide guidance and approval of special goodwill expense for product performance corrections to customer’s out-of-warranty product concerns.
- Case Management and provide complete vehicle support required for select fleets to resolve customer issues and special requests.
- Provide guidance and technical support to dealers and fleet technicians regarding all facets of vehicle servicing with special emphasis on maintaining product integrity in the marketplace.
- Investigate and resolve escalated issues related to key fleet accounts (under a Managed Contract or Uptime agreement) to support a cohesive customer experience.
- Manage daily reporting and case management to ensure consistent follow up occurs to minimize downtime for meeting all SLA’s and Uptime Agreement measurement across the dealer network.
- Facilitate weekly conference calls with Key Accounts to align on reporting, status updates and all escalated issues.
- Attend and facilitate business reviews with Field Team as needed for Key Account
- Monitor fault alert details to minimize unscheduled repairs and breakdowns and manage Telematics along with Tripvision.
- Help optimize scheduled maintenance by incorporating, if applicable, outstanding campaigns or recalls and coordinate unscheduled maintenance to maximize vehicle uptime.
- Identify and/or lead continuous improvement activities as it relates to centralized fleet management services.
- Other responsibilities as assigned by my manager or management.
Critical Competencies
- This function requires excellent computer skills (Microsoft Office, Outlook, & Windows environments).
- Accuracy and timeliness in the performance of duties.
- Able to manage, prioritize time, and be able to function in a high-volume environment.
- Problem Solving
- Must be a team player.
- Analytical Thinking
- Strong understanding of programming with tech tool and its features.
- Highly proficient in Tripvision, VDA, Configurator, Insight, Asist, CDP/TDP and Warranty
- Must have people and leadership skills.
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Essential Educational and/or Training Qualifications and Certificates
- Bachelor’s Degree preferred or equivalent experience.
- 3-5 years’ experience in commercial vehicles industry or related business
- Previous service and maintenance experience preferred
- ASE Technical certifications are highly recommended.
Preferred Experience and Knowledge
- Military mechanical experience, vocational school training/degree, ASE Mechanical certificate or equivalent, and/or relevant work experience.
- 4 years of hands-on mechanical experiences within the automotive, class 8, or bus industries and or fleet services preferred.
- Minimum 2-3 years of customer service experience
Provide specialized fleet support service for key Fleet accounts that are under a Managed Service Contract or Uptime Agreement. Support planned and unplanned activities including case monitoring and reporting throughout the service event. Perform follow up activities for select fleets to facilitate resolution to Uptime concerns in support of both brands (Volvo/Mack).
- Strong organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment.
- Innovative problem solving, research, motivational, teambuilding and analytical skills.
- Occasional travel required.
About us
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, Eicher, SDLG, Rokbak, cellcentric, Prevost, Nova Bus and Volvo Penta.
Auto req ID
140828BR
Organization
Mack Trucks
State / Province
North Carolina
City/Town
Greensboro
Employment/Assignment Type
Regular
Travel Required (maximum)
Occasional Travel
Functional Area
Aftermarket
Last application date
01-Jun-2023
US Disclaimer text
Volvo Group North America is an Equal Opportunity Employer
E.O.E./M/F/Disability/Veteran
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