Volvo Group Hiring for District Service Manager, Northeast at South Plainfield, New Jersey Full Time

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 two District Service Managers within the Northeast Region. This role will be responsible to provide technical direction and guidance for assigned dealer ensuring effective service operations supporting customer satisfaction initiatives. It is a priority to be the technical advisor to assist the dealers in maximizing customer Uptime through problem resolution. This position requires representation of the Volvo Truck and Mack Truck brands and demands a high degree of confidentiality of each brand.

Your responsibilities in this role will include (but not limited to):

• Maintain an adequate visitation process to your assigned region.

• 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 including service program completion, Vehicle recalls, Guest Customer program, in order to maximize customer uptime.

• Address ASIST, cases within corporate guidelines to maximize the customer experience.

• Assist dealer in minimizing customer dwell time.

• Utilize compiled service data such as LVD reporting to add value and improve customer profitability.

• Assist in investigations of complex product problems and provide accurate product reports.

• Ensure all Argus cases are current and closed in a timely manner.

• Ensure the prompt resolution of customer and dealer technical issues.

• Provide support to all Regional functions to assure market share is realized, emphasizing on proprietary components.

• Maintain good customer relations by providing technical training with existing as well as conquest customers.

• Maintain Training standard to the level of Master Tech for both Brands (Volvo & Mack).

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

Who are you?

• You have an Associate Degree in Diesel/Automotive Technology

• You hold a bachelor’s degree in Engineering or business-related discipline – this is preferred.

• You will also have experience with the following to be the best candidate:

• 5 years of automotive industry experience, preferably in a service or maintenance related role

• Minimum 1 year of experience in dealership operations or in a position with direct dealer interface

• 2 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

The motivation and passion to support our customers set us apart from others that want to be like us. 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.

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, Terex Trucks, Prevost, Nova Bus and Volvo Penta.

Auto req ID

120926BR

Entity

Mack Trucks

State/Province

City/Town

Employment/Assignment Type

Regular

Travel Required (Maximum)

Frequent Travel

Last application date

17-Dec-2021

Functional Area

Aftermarket

Volvo Group North America is an Equal Opportunity Employer E.O.E/M/F/Disability/Veteran